Incident Management

Basic Information

• Model/Version: Opsgenie Incident Management (Cloud Service)
• Release Date: Acquired by Atlassian in 2018.
• Minimum Requirements: A modern web browser and an internet connection.
• Supported Operating Systems: Any operating system capable of running a modern web browser (e.g., Windows, macOS, Linux). Dedicated mobile applications are available for iOS and Android.
• Latest Stable Version: As a Software-as-a-Service (SaaS) offering, Opsgenie is continuously updated, meaning there is no single "latest stable version" number.
• End of Support Date: April 5, 2027.
• End of Life Date: April 5, 2027. On this date, access to Opsgenie will be shut off, and any un-migrated customer data will be deleted.
• Auto-update Expiration Date: Not applicable; as a SaaS, updates are continuous until the end-of-life date.
• License Type: Subscription-based, with tiers including Free (up to 5 users), Essentials, Standard, and Enterprise plans.
• Deployment Model: Cloud-based (SaaS).

Technical Requirements

Opsgenie Incident Management is a cloud-based service, meaning client-side technical requirements are minimal and primarily relate to accessing the web interface or mobile applications.

• RAM: Dependent on the web browser and operating system in use; no specific minimum for Opsgenie itself.
• Processor: Dependent on the web browser and operating system in use; no specific minimum for Opsgenie itself.
• Storage: Minimal local storage required for browser cache or mobile app installation.
• Display: Standard web browser resolution for optimal viewing.
• Ports: Standard HTTP (80) and HTTPS (443) ports for web access.
• Operating System: Any modern operating system supporting a compatible web browser (e.g., Windows 10+, macOS 10.15+, various Linux distributions). Mobile applications support iOS and Android.

Analysis of Technical Requirements: The technical requirements for Opsgenie are largely client-agnostic, focusing on broad accessibility through web browsers and dedicated mobile apps. This cloud-native approach offloads most computational and storage demands to Atlassian's infrastructure, simplifying client-side management. Users primarily need a stable internet connection and a device capable of running a modern web browser or the respective mobile application.

Support & Compatibility

• Latest Version: Opsgenie is a continuously updated SaaS platform, ensuring users always access the most current features and security patches.
• OS Support: Access is provided via web browsers on any modern operating system (Windows, macOS, Linux) and through dedicated mobile applications for iOS and Android.
• End of Support Date: April 5, 2027. Atlassian has announced that Opsgenie will no longer be available for purchase after June 4, 2025, with full support ending on April 5, 2027.
• Localization: The primary interface is in English. User reviews and documentation snippets suggest some level of localization support, for example, G2 reviews are available in French.
• Available Drivers: Not applicable as Opsgenie is a web service. It integrates with over 200 third-party tools, including monitoring systems (e.g., Datadog, Prometheus, AWS CloudWatch), ITSM platforms (e.g., Jira), and communication tools (e.g., Slack).

Analysis of Overall Support & Compatibility Status: Opsgenie historically offered broad compatibility through extensive integrations and multi-platform access. However, the impending end-of-life on April 5, 2027, is the dominant factor in its support status. Existing users must plan for migration to Atlassian's recommended alternatives, Jira Service Management or Compass, before this date. While continuous updates are provided until EOL, the focus has shifted to facilitating migration rather than new feature development for the standalone Opsgenie product.

Security Status

• Security Features: Opsgenie employs robust security measures including data encryption in transit (TLS 1.2+ with perfect forward secrecy) and at rest (AES-256 using AWS KMS). It offers detailed audit logs, configurable password policies, and static IPs for allowlisting Opsgenie traffic.
• Known Vulnerabilities: While no specific CVEs are publicly highlighted for the service itself, a 14-day outage occurred in April 2022.
• Blacklist Status: No information indicates a blacklist status.
• Certifications: Opsgenie adheres to several industry-standard compliance frameworks, including ISO 27001, SOC 2 Type II, SOC 3, PCI DSS, ISO/IEC 27018, and GDPR compliance.
• Encryption Support: Data is encrypted in transit using TLS 1.2+ and at rest using AES-256. Opsgenie previously offered Edge Encryption, allowing users to manage their own encryption keys for alert data. This feature is no longer available, with Bring Your Own Key (BYOK) encryption in Jira Service Management Enterprise plans offered as an alternative for migrated data.
• Authentication Methods: Supports various authentication methods including username/password, Single Sign-On (SSO) via SAML 2.0, Google, Okta, OneLogin, PingIdentity, Azure AD, and ADFS. Multi-factor authentication (MFA) is also supported.
• General Recommendations: Opsgenie maintains a strong security posture typical of enterprise-grade cloud services. Users are encouraged to leverage strong password policies, enable MFA, and utilize SSO integrations where available to enhance their security. For advanced data encryption, migration to Jira Service Management Enterprise with BYOK is recommended.

Analysis on Overall Security Rating: Opsgenie demonstrates a high level of commitment to security, evidenced by its comprehensive encryption practices, adherence to multiple compliance standards, and support for various authentication methods. The discontinuation of Edge Encryption and the shift to Jira Service Management for advanced encryption options like BYOK are notable changes. Despite a past outage, the overall security framework is robust, providing users with confidence in data protection and access control.

Performance & Benchmarks

• Benchmark Scores: Traditional benchmark scores are not applicable to an incident management platform. Performance is primarily measured by the efficiency and reliability of incident response.
• Real-world Performance Metrics: Key performance indicators include Mean Time To Acknowledge (MTTA), Mean Time To Resolve (MTTR), alert delivery speed, system uptime, deployment frequency, and change failure ratio. Opsgenie provides advanced reporting and analytics to track these metrics at global and team levels.
• Power Consumption: Not applicable for end-users as it is a cloud service.
• Carbon Footprint: Not directly attributable to end-users; depends on the cloud provider's infrastructure.
• Comparison with Similar Assets: Opsgenie is frequently compared to PagerDuty and VictorOps. It is often cited for offering a strong price-to-feature ratio and extensive integration capabilities, providing good value for growing organizations. PagerDuty is recognized for its comprehensive platform and advanced automation, while VictorOps is often preferred by teams deeply integrated with the Splunk ecosystem.

Analysis of Overall Performance Status: Opsgenie's performance is defined by its ability to ensure rapid and reliable incident notification and resolution. Its robust alerting system, customizable escalation policies, and integration with numerous monitoring tools contribute to minimizing MTTA and MTTR. The platform provides detailed analytics to help teams identify bottlenecks and improve operational efficiency. While specific speed benchmarks are not published, user feedback generally indicates effective and timely alert delivery.

User Reviews & Feedback

User reviews and feedback for Opsgenie Incident Management highlight several strengths and weaknesses:

• Strengths:
  • Powerful Alerting and On-Call Management: Users praise its ability to design actionable alerts, manage on-call schedules, and ensure the right people are notified promptly through multiple channels (email, SMS, mobile push, voice calls).
  • Extensive Integrations: Opsgenie seamlessly integrates with over 200 tools, including monitoring, ticketing, and collaboration platforms like Jira, Datadog, Slack, AWS, and New Relic, making it versatile for diverse tech stacks.
  • Automation and Customization: The platform offers flexible customization options for workflows, alert routing, and escalation policies, allowing teams to automate incident processes and tailor them to specific needs.
  • Reporting and Analytics: Users value the dynamic reporting and analytics features that provide insights into alert volumes, team performance (MTTA/MTTR), and on-call workload distribution.
  • User-Friendly Interface: Many find the platform generally easy to use, especially for setting up on-call rotations and managing alerts.
• Weaknesses:
  • Pricing Complexity/Affordability: Some users, particularly small teams, find the pricing structure less affordable or complex.
  • User Interface and Setup: The interface can be confusing, especially when dealing with frequently changing schedules or configuring advanced setups.
  • Mobile App Performance: Some reports indicate that the mobile app can occasionally be slow.
  • Limited Customization: Specific limitations, such as on-call schedule color assignments, have been noted.
  • Migration Concerns: The impending end-of-life and migration to Jira Service Management or Compass raise concerns about tool fragmentation and potential feature gaps, such as the lack of integrated uptime monitoring in the new combined offerings.
• Recommended Use Cases: Opsgenie is highly recommended for DevOps, IT Operations, and Site Reliability Engineering (SRE) teams that require robust incident management, on-call scheduling, alert consolidation, and automated response capabilities to ensure service uptime and efficient incident resolution.

Summary

Opsgenie Incident Management, a cloud-based service acquired by Atlassian, has been a robust and widely adopted platform for incident alerting, on-call scheduling, and automated incident response. It excels in centralizing alerts from diverse monitoring tools, intelligently routing them to the right personnel, and facilitating rapid resolution through extensive integrations and customizable workflows. Its strengths lie in its powerful alerting mechanisms, flexible on-call management, comprehensive reporting, and strong security posture, including data encryption and compliance with major industry standards like ISO 27001 and SOC 2.

However, the most critical aspect of Opsgenie's current status is Atlassian's announcement of its end-of-life. New sales ceased on June 4, 2025, and full support will end on April 5, 2027, after which the product will be inaccessible, and un-migrated data will be deleted. Atlassian is consolidating Opsgenie's capabilities into Jira Service Management and Compass, recommending migration to these platforms.

While users have praised Opsgenie's ease of integration, automation, and overall effectiveness in incident management, some feedback points to challenges with pricing for smaller teams, occasional complexities in the user interface, and mobile app performance issues. The forced migration introduces new concerns regarding potential tool fragmentation and feature gaps compared to Opsgenie's unified approach.

Assessment and Recommendations: Opsgenie has been a highly effective incident management solution, particularly valued for its reliability and integration capabilities. For existing users, the immediate priority is to plan and execute a migration strategy to either Jira Service Management or Compass before the April 5, 2027, deadline. This transition requires careful consideration of feature parity, workflow adjustments, and potential changes in encryption options (e.g., BYOK in Jira Service Management Enterprise). New organizations seeking an incident management solution should evaluate Atlassian's successor products or explore alternative platforms, as Opsgenie is no longer available for new purchases. The decision should weigh the benefits of a consolidated Atlassian ecosystem against the potential for a fragmented user experience.

The information provided is based on publicly available data and may vary depending on specific device configurations. For up-to-date information, please consult official manufacturer resources.