Team Support Hours
Typically, FireHydrant enables teams who want to be notified during on-call shifts at any time of day. However, there are cases where FireHydrant Signals is used like a ticketing or triage system that only alerts during set working hours.
Team Support Hours let a team admin define when their team is actively staffed. Alerts that arrive outside of support hours and fall below a configured severity threshold are held and automatically re-fire into the escalation policy at the start of the next support hours window. Alerts at or above the threshold always page immediately, regardless of the time.
Configuring Support Hours
Support hours are configured per team. Navigate to Teams, click the team you'd like to set up, and go to the On-call & Support Hours tab. Select the Support Hours sub-tab, then click "Set up support hours".
On this next page, you can configure working hours on a per-day basis. By default, weekdays are checked and weekends are unchecked. A weekday with no shift configured is treated as fully off-hours, regardless of the time an alert arrives.
Note:If no days are selected in the support hours configuration, support hours is effectively disabled for the team. No snoozing will occur, and alerts notify as usual at any time of day.
Off-Hours Notification Threshold
Set a single priority threshold for your team's off-hours evaluation. Alerts above this threshold always notify immediately, no matter the time. Alerts at or below the threshold are snoozed until the next support hours window and then re-enter the escalation policy from the top. Only one threshold applies per team. There's no way to set a different threshold per schedule, rotation, or priority.
The table below shows what happens to an alert that arrives outside of support hours, based on your team's threshold and the alert's priority. Snooze means the alert is held until the next support hours window, and Alert means it notifies immediately.
| Support Hours Threshold | Low Alert | Medium Alert | High Alert |
|---|---|---|---|
| High | Snooze | Snooze | Snooze |
| Medium | Snooze | Snooze | Alert |
| Low | Snooze | Alert | Alert |
Off-Hours Notification Destination
Choose a destination to receive an immediate heads-up when a below-threshold alert arrives off-hours: Slack Channel, MS Teams Channel, or Webhook. This gives on-call engineers visibility into what's queued without paging anyone.
The Webhook option sends to a Webhook Target. Webhook Targets are configured in the Signals configuration, under the Webhook Targets subpage on the Signals page. Create the target there first, and it will be available to select as the off-hours notification destination.
Viewing Snoozed Alerts
No alert is silently dropped — every alert delayed by support hours is surfaced at the start of the next support hours window.
- Use the Snoozed filter pill on the alerts page to see alerts currently snoozed for the next support hours window.
- A snoozed alert's timeline includes an event showing it was snoozed by the support hours setting. This event is not shown in the alert visualization.
Legacy Functionality
Legacy Support hours configuration
The following describes support hours' previous behavior: downgrading (rather than holding) the priority of off-hours alerts. Teams that haven't yet transitioned to the behavior described above may still see this configuration.
To upgrade from the legacy functionality, follow the prompt available on the Support Hours tab for the team. This will upgrade the specific team to the new functionality and requires configuration in order to take effect.
Priority Downgrade (Reduce/Degrade)
Team Support Hours previously worked by setting a maximum alert priority during and outside of working hours. For example, if a high-priority alert came in during support hours, it remained high and notified as usual, but if it came in outside of work hours, it could be downgraded to low priority to avoid unnecessarily waking up responders.
Besides the per-day configurations, teams could also set the following preferences:
- Off-hours Max Priority: any alert coming in outside of the configured hours would be downgraded to this priority
- Bypass Threshold: an optional priority threshold for alerts that should always bypass support hours. Alerts at or above the configured threshold (e.g., HIGH) would notify at their original priority regardless of whether it was during support hours or not. Set to "None" to disable bypass and apply standard support hours rules to all alerts.
- Time Zone: configured the support hours timezone.
Any alerts that were downgraded outside of support hours weren't automatically upgraded at the start of the next support hours window.
Updated 4 days ago