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Press releases Launches Incident Insights, a Free Tool for Analyzing Incidents

AI-powered tool automates the categorization, filtering, and analysis of incidents.

Redwood City, CA - November 28, 2022, the Cloud Reliability company, today announced Shoreline Incident Insights, a free product that quickly and easily helps Cloud Ops teams analyze their incidents so they can improve reliability, customer satisfaction, and on-call experience. The tool automatically ingests ticketing data from incident management systems, and applies a machine learning algorithm to filter and group tickets. This makes it easier to identify the underlying causes of incidents. Incident Insights allows users to highlight top issues and calculate important metrics such as MTTA (mean time to acknowledge) and MTTR (mean time to repair). 

Incident data is usually messy, often computer generated, and contains a lot of duplicates. This means that it’s hard for managers to see trends and patterns that could improve team performance. Every time an analysis is needed, a lot of time must be spent to scrub and aggregate the records manually. This extra work creates so much friction, that often the reports are never created, and potential improvements are lost.  

Packaged with a simple-to-use data import engine and out-of-the-box reports, managers using Incident Insights can import their data in minutes, and begin receiving insights in seconds. This eliminates the hours of drudgery it typically takes to create incident reports.   

“Too many Cloud Ops teams are flying blind,” said Anurag Gupta, founder and CEO of “I ask leaders which of their teams are carrying the heaviest on-call burden, and they don’t know. I ask which incidents are most common, and they don’t know that either. We need to learn from incidents to continuously improve availability for customers and make on-call better for our teams.”

Incident Insights’ out-of-the-box reports and dashboards include:

Shoreline Incident reporting comes with an out of the box integration with PagerDuty. Integrations for Opsgenie*, ServiceNow, and ZenDesk ticketing systems are coming soon. Shoreline is SOC 2 certified. Built by AWS experts, data security best practices are fully baked into the design, including end-to-end data encryption in transit and at rest. Incident Insights is a read-only tool, and can not disrupt production systems.

Cloud leaders rely on Shoreline’s Cloud Reliability Platform to self-heal common incidents in production, broaden the team that can safely repair incidents, and perform live site debugging of new incidents. To discuss the power of Shoreline for your applications and services, stop by the Shoreline Booth: #2141 at AWS re:Invent taking place on November 28th - December 2nd in Las Vegas, NV.

To learn more about Shoreline’s Incident Insights, visit:, watch the short overview video, or try the interactive demo.     

*Update 2/17/2023: Opsgenie integration is available now! 

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