> ## Documentation Index
> Fetch the complete documentation index at: https://docs.flashduty.com/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ

> Learn about the most common questions when using Flashduty On-call

## Product Introduction

***

<AccordionGroup>
  <Accordion title="What is Flashduty On-call?">
    Flashduty On-call is positioned as a one-stop alert response platform. We provide IT professionals with on-call, noise reduction, escalation, and automation capabilities to accelerate enterprise incident response and reduce losses.
  </Accordion>

  <Accordion title="Is Flashduty On-call right for me?">
    If your organization or team has the following situations, you should use Flashduty On-call:

    * Need a place to collect alerts from all sources across the company for unified handling, tracking, and analysis
    * Need to classify alerts by severity, dynamically notify key personnel through different channels, need automatic escalation processes to prevent unhandled alerts
    * Daily alert handling takes most of your energy, need noise reduction to solve alert fatigue
  </Accordion>

  <Accordion title="What advantages does Flashduty On-call have over other platforms?">
    1. We provide more flexible and easy-to-use features
    2. We provide more professional and attentive service
    3. We provide more reasonable product pricing

    Contact us to get a professional procurement guide.
  </Accordion>
</AccordionGroup>

## Billing and Subscription

***

<AccordionGroup>
  <Accordion title="Flashduty On-call billing model">
    Flashduty On-call's billing model is based on the number of Licenses purchased, each License corresponds to one account member.

    For example, if you only purchased one License, only one member can use all Flashduty On-call features. You can still invite more members to join, but only members with Licenses can configure the platform, other members **cannot use any platform features** (limited to receiving incident notifications).

    ### License Allocation Methods

    Administrators can actively allocate Licenses to different members. When allocating, you can set the License type:

    | Type          | Description                                                                                                                     |
    | ------------- | ------------------------------------------------------------------------------------------------------------------------------- |
    | **Fixed**     | Valid for the purchase period, won't be preempted, suitable for members who need to handle incidents and configure business     |
    | **Temporary** | Auto-released at the end of each cycle, can be occupied through allocation or preemption when sufficient Licenses are available |

    ### Members Without Licenses

    * Cannot use any features, including viewing incident list/details, **can only passively receive alert messages**
    * When configuring escalation rules, you can choose to notify members without Licenses
    * Members without Licenses cannot view, close, or perform other operations on incidents even if they receive messages
    * Members without Licenses share the tenant's email, SMS, phone package quota
    * Members without Licenses will see permission denied when logging into the console to view/handle incidents
  </Accordion>

  <Accordion title="How is Flashduty On-call priced?">
    We charge by active users and offer three different editions: Free, Standard, and Business.

    For detailed comparison, visit: [Pricing Page](https://flashcat.cloud/flashduty/price/)

    * We define active users as users who use commercial features that month; they must obtain a License to use
    * At the end of each monthly cycle, fixed Licenses held by active users remain valid, temporary Licenses are released
    * When a member is deleted, their License is automatically released
    * Viewing alerts requires a License; passively receiving notifications doesn't require a License
  </Accordion>
</AccordionGroup>

## Notification Channels

***

<AccordionGroup>
  <Accordion title="What notification methods does Flashduty On-call support?">
    | Channel             | Direct Message | Group Chat |
    | ------------------- | :------------: | :--------: |
    | Voice               |        ✅       |            |
    | SMS                 |        ✅       |            |
    | Email               |        ✅       |            |
    | Feishu/Lark App     |        ✅       |      ✅     |
    | Dingtalk App        |        ✅       |      ✅     |
    | WeCom App           |        ✅       |            |
    | Slack App           |        ✅       |      ✅     |
    | Microsoft Teams App |        ✅       |      ✅     |
    | Feishu/Lark Bot     |                |      ✅     |
    | Dingtalk Bot        |                |      ✅     |
    | WeCom Bot           |                |      ✅     |
    | Zoom Bot            |                |      ✅     |
    | Telegram Bot        |                |      ✅     |
  </Accordion>

  <Accordion title="How does Flashduty On-call ensure notifications reach me?">
    Flashduty On-call strives to ensure availability of every channel:

    * **Voice, SMS, Email**: We use high-availability services from multiple cloud vendors, can quickly switch when one fails
    * **IM App Messages**: When direct message delivery fails, system uses SMS and email as fallback reminders
    * **Escalation Rule Settings**: We recommend setting loop notifications—if incidents aren't acknowledged, system notifies multiple times in a loop; or set escalation levels—if current level personnel don't handle in time, incident escalates to next level
  </Accordion>

  <Accordion title="Does Flashduty On-call use fixed numbers for voice notifications?">
    Yes, we use fixed numbers for voice notifications. You can download the Flashduty On-call App and authorize automatic contact sync to your address book to avoid missing calls.

    <Tabs>
      <Tab title="🇨🇳 China">
        | Number          | Location  |
        | :-------------- | :-------- |
        | (010) 21364727  | Beijing   |
        | (010) 21364713  | Beijing   |
        | (010) 21364708  | Beijing   |
        | (021) 32017538  | Shanghai  |
        | (0571) 23675454 | Hangzhou  |
        | (0571) 23675496 | Hangzhou  |
        | +1 6465861127   | Hong Kong |
        | +1 6465861127   | Taiwan    |
      </Tab>

      <Tab title="🌏 Asia Pacific">
        <CardGroup cols={3}>
          <Card title="🇸🇬 Singapore" icon="phone">
            +65 6531297878
          </Card>

          <Card title="🇯🇵 Japan" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇰🇷 South Korea" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇦🇺 Australia" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇮🇳 India" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇲🇾 Malaysia" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇹🇭 Thailand" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇻🇳 Vietnam" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇮🇩 Indonesia" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇵🇭 Philippines" icon="phone">
            +1 6465861127
          </Card>
        </CardGroup>
      </Tab>

      <Tab title="🌎 Americas & Europe">
        <CardGroup cols={3}>
          <Card title="🇺🇸 United States" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇨🇦 Canada" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇬🇧 United Kingdom" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇩🇪 Germany" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇫🇷 France" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇳🇱 Netherlands" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇮🇹 Italy" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇪🇸 Spain" icon="phone">
            +1 6465861127
          </Card>

          <Card title="🇧🇷 Brazil" icon="phone">
            +1 6465861127
          </Card>
        </CardGroup>
      </Tab>

      <Tab title="🌍 Other Regions">
        Beyond the countries and regions listed above, we also support voice notifications in **200+** countries and regions globally:

        <CardGroup cols={4}>
          <Card title="🇦🇪 UAE" icon="phone">+1 6465861127</Card>
          <Card title="🇸🇦 Saudi Arabia" icon="phone">+1 6465861127</Card>
          <Card title="🇮🇱 Israel" icon="phone">+1 6465861127</Card>
          <Card title="🇹🇷 Turkey" icon="phone">+1 6465861127</Card>
          <Card title="🇿🇦 South Africa" icon="phone">+1 6465861127</Card>
          <Card title="🇪🇬 Egypt" icon="phone">+1 6465861127</Card>
          <Card title="🇳🇿 New Zealand" icon="phone">+1 6465861127</Card>
          <Card title="🇷🇺 Russia" icon="phone">+1 6465861127</Card>
          <Card title="🇵🇱 Poland" icon="phone">+1 6465861127</Card>
          <Card title="🇸🇪 Sweden" icon="phone">+1 6465861127</Card>
          <Card title="🇨🇭 Switzerland" icon="phone">+1 6465861127</Card>
          <Card title="🇦🇹 Austria" icon="phone">+1 6465861127</Card>
        </CardGroup>

        <Note>
          If you cannot receive voice notifications in your region, please contact us: [support@flashcat.cloud](mailto:support@flashcat.cloud)
        </Note>
      </Tab>
    </Tabs>
  </Accordion>

  <Accordion title="What regions does Flashduty On-call SMS notification support?">
    SMS notifications support almost all regions globally. Currently available regions include:

    <Tabs>
      <Tab title="🇨🇳 China">
        <CardGroup cols={4}>
          <Card title="🇨🇳 Mainland China" icon="message" />

          <Card title="🇲🇴 Macao Special Administrative Region of China" icon="message" />

          <Card title="🇹🇼 Taiwan region of China" icon="message" />

          <Card title="🇭🇰 Hong Kong Special Administrative Region of China" icon="message" />
        </CardGroup>
      </Tab>

      <Tab title="🌏 Asia Pacific">
        <CardGroup cols={4}>
          <Card title="🇬🇺 Guam" icon="message" />

          <Card title="🇰🇷 South Korea" icon="message" />

          <Card title="🇲🇾 Malaysia" icon="message" />

          <Card title="🇯🇵 Japan" icon="message" />

          <Card title="🇹🇭 Thailand" icon="message" />

          <Card title="🇧🇳 Brunei" icon="message" />

          <Card title="🇸🇬 Singapore" icon="message" />

          <Card title="🇮🇳 India" icon="message" />

          <Card title="🇮🇩 Indonesia" icon="message" />
        </CardGroup>
      </Tab>

      <Tab title="🌎 Americas & Europe">
        <CardGroup cols={4}>
          <Card title="🇮🇪 Ireland" icon="message" />

          <Card title="🇪🇪 Estonia" icon="message" />

          <Card title="🇧🇸 Bahamas" icon="message" />

          <Card title="🇧🇷 Brazil" icon="message" />

          <Card title="🇵🇱 Poland" icon="message" />

          <Card title="🇩🇰 Denmark" icon="message" />

          <Card title="🇩🇪 Germany" icon="message" />

          <Card title="🇫🇷 France" icon="message" />

          <Card title="🇨🇴 Colombia" icon="message" />

          <Card title="🇨🇿 Czech Republic" icon="message" />

          <Card title="🇱🇻 Latvia" icon="message" />

          <Card title="🇱🇹 Lithuania" icon="message" />

          <Card title="🇷🇴 Romania" icon="message" />

          <Card title="🇲🇹 Malta" icon="message" />

          <Card title="🇲🇰 North Macedonia" icon="message" />

          <Card title="🇲🇽 Mexico" icon="message" />

          <Card title="🇳🇴 Norway" icon="message" />

          <Card title="🇵🇹 Portugal" icon="message" />

          <Card title="🇨🇭 Switzerland" icon="message" />

          <Card title="🇸🇰 Slovakia" icon="message" />

          <Card title="🇺🇾 Uruguay" icon="message" />

          <Card title="🇪🇸 Spain" icon="message" />

          <Card title="🇮🇹 Italy" icon="message" />

          <Card title="🇬🇧 United Kingdom" icon="message" />

          <Card title="🇨🇱 Chile" icon="message" />
        </CardGroup>
      </Tab>

      <Tab title="🌍 Other Regions">
        <CardGroup cols={4}>
          <Card title="🇦🇺 Australia" icon="message" />

          <Card title="🇧🇭 Bahrain" icon="message" />

          <Card title="🇰🇮 Kiribati" icon="message" />

          <Card title="🇹🇷 Turkey" icon="message" />

          <Card title="🇳🇿 New Zealand" icon="message" />
        </CardGroup>
      </Tab>
    </Tabs>

    <Note>
      If you cannot receive SMS notifications in your region, please contact us: [support@flashcat.cloud](mailto:support@flashcat.cloud)
    </Note>
  </Accordion>

  <Accordion title="Why can't I receive voice notifications?">
    Voice calls are highly dependent on terminal signal and settings. If you persistently cannot receive voice notifications, try the following:

    1. If you're using a phone number registered outside Mainland China, check our supported region list
    2. Check your phone's blacklist or call records for blocking, usually landline numbers like 010xxx or 021xx; if found, remove from blacklist and whitelist
    3. If no blacklist is visible on the phone, there may be carrier-level blocking services enabled:
       * **China Mobile**: Check via WeChat official account "中国移动高频骚扰电话防护"
       * **China Telecom**: Follow official account "天翼防骚扰" to check
       * **China Unicom**: Follow official account "沃助理" to check, or call customer service
    4. If your number has been ported, check blocking status across multiple carriers
    5. Try restarting your phone, reinserting the SIM card, inserting the SIM into another phone to rule out terminal or SIM issues

    If you still can't find the cause, please contact us.
  </Accordion>

  <Accordion title="Why can't I receive email notifications?">
    Try the following:

    1. Check spam folder in your email client; if found, move out manually to receive normally
    2. Check if your email client has auto-delete rules; if so, modify the rules
    3. Contact your company email administrator to check if blocked in backend (Enterprise email like Gmail has strict limits; too many emails may cause blocking). If found, whitelist the email source

    If you still can't find the cause, please contact us.
  </Accordion>

  <Accordion title="I don't use Feishu/Dingtalk/WeCom/Telegram — how can I receive bot notifications?">
    If you don't use any of the above IM platforms, you can still leverage bot notifications. Flashduty does not validate the domain of bot webhook URLs. You can:

    1. Select any bot type (e.g., Dingtalk Bot) in the escalation rules
    2. Set the webhook URL to your own server endpoint
    3. Implement the corresponding IM platform's message push protocol on your server (i.e., parse the request body according to that platform's message format)

    Flashduty will send alert notifications to your server using that IM platform's message format. You can then process and forward them to any notification channel of your choice.
  </Accordion>
</AccordionGroup>

## Features and Integrations

***

<AccordionGroup>
  <Accordion title="Can Flashduty On-call set routing based on alert fields?">
    Yes. Flashduty On-call supports matching based on multiple dimensions of alert events including labels, severity, title, and description, and routing to different channels.

    See: Integration Center → Integration Details → Routing Configuration
  </Accordion>

  <Accordion title="What alert systems can Flashduty On-call integrate with?">
    * **Generic Integrations**: Email alerts (suitable for almost all alert systems), Custom Event Standard (for self-developed monitoring systems)
    * **Open Source Integrations**: Zabbix, Prometheus, Nightingale, and other common open-source monitoring
    * **Commercial Integrations**: Alibaba Cloud, Tencent Cloud, Huawei Cloud, AWS, Azure, and other commercial cloud monitoring

    If you have other needs, feel free to contact us.
  </Accordion>
</AccordionGroup>

## Security and Stability

***

<AccordionGroup>
  <Accordion title="How does Flashduty On-call ensure its own stability?">
    **SLA Commitment**:

    * **Functional Availability**: Ensure core functionality is available 99.95% of the time
    * **Delivery Timeliness**: Ensure 99.95% of alerts are delivered within 5 minutes of triggering

    **How We Guarantee SLA**:

    1. **Multi-datacenter Active-Active**: Infrastructure built on multiple data centers, stateful components are all multi-datacenter active-active
    2. **Asynchronous Processing**: Alerts enter async processing immediately after reporting, with retries on errors to reduce alert loss risk
    3. **Redundant Alerts**: For important alerts, redundant notification mechanisms are provided; customers can choose multiple channels for loop notifications to ensure delivery
    4. **Global Acceleration**: Global acceleration enabled for api.flashcat.cloud domain to ensure stable reporting links worldwide
    5. **Continuous Monitoring**: Comprehensive collection of system metrics, regular stress testing, timely or proactive detection of system issues
  </Accordion>

  <Accordion title="How does Flashduty On-call ensure data security?">
    1. Full-stack HTTPS ensures secure data transmission
    2. Sensitive information encrypted in storage, logs anonymized before persisting
    3. Important data modifications require MFA verification, operation audit supported
    4. Regular participation in internationally and domestically recognized third-party security certification audits (ISO27001, ISO9001)
    5. For customers who need it, NDAs can be signed
    6. Privacy Policy: [View Privacy Policy](/en/compliance/data-security)
  </Accordion>

  <Accordion title="Does Flashduty On-call support private deployment?">
    Yes. Flashduty On-call provides a private deployment version nearly identical to the SaaS service.

    <Warning>
      Due to high maintenance costs of private deployment, the pricing model differs from SaaS service. Unless necessary, we recommend using the cloud service.
    </Warning>

    If you need the private version, please contact us.
  </Accordion>
</AccordionGroup>