UST SmartOps SmartRoute - Intelligent On-Call Management

## How It Works: Four Pillars

**Unified Communication Framework (UCF)** standardizes how every event is defined, which channels (Voice, SMS, Teams) carry it, and what message template the recipient sees - with a full audit trail of every trigger and delivery attempt.

**Roster Management** maintains who is available, their shift schedule, their role (Primary On-Call, Backup, Incident Manager), and handles PTO/overrides and project-level segregation.

**Escalation Response Plan (ERP)** maps event severity and category to specific roles and teams, with up to 10 configurable escalation levels and per-level delay timers.

**Automated Communication Scheduler (ACS)** executes the plan: it triggers the initial contact, creates or updates an ITSM ticket as needed, and lets the on-call user acknowledge and stop the sequence with a single action.

Underneath these pillars, a Triage Agent and SmartRoute Agent operate agentically - enriching the raw alert with business and regulatory context, deciding the primary contact, and running a persistence loop that automatically detects a missed acknowledgment, logs the failure, and escalates to the next contact without waiting for a human to notice the silence.

## Engagement Model

UST delivers SmartRoute through a structured professional services engagement:

• **Discovery and Scoping (Week 1-2):** Assessment of your current on-call workflows, ITSM integrations, and escalation requirements. Deliverable: scoping document and solution design.
• **Configuration and Integration (Week 3-6):** Setup of rosters, escalation plans, communication channels, and ITSM ticket handoff. Integration with your existing AWS infrastructure and tooling.
• **Testing and UAT (Week 7-8):** End-to-end validation of escalation flows, acknowledgment logic, and audit trail completeness. Deliverable: UAT sign-off.
• **Go-Live and Handoff (Week 9):** Production deployment, knowledge transfer, and operational documentation handoff.

## Prerequisites and Scope

• Existing ITSM platform (e.g., ServiceNow, Jira Service Management) for ticket integration
• AWS account with appropriate permissions for deployment
• Roster and shift data in a structured format
• Access to communication channel credentials (Voice, SMS, or Microsoft Teams)
• Buyer team participation for discovery workshops and UAT

Scope includes configuration of up to 10 escalation levels across Voice, SMS, and Teams channels. Custom integrations beyond these named channels are scoped separately.

## Key Benefits

• Guarantees the right person is contacted, every time, on the right channel
• Removes the delay of manual escalation decisions during an incident
• Reduces missed-page risk with automatic, timed escalation
• Gives compliance and operations leadership a complete, immutable audit trail
• Scales on-call operations without growing coordination overhead

## Industry Use Cases

• **Healthcare IT:** Routing a HIPAA-relevant outage to the right application owner with compliance visibility
• **Telecom IT:** Escalating a VIP-impacting provisioning failure to the correct regional specialist
• **Finance IT:** Automatically escalating a missed trading-platform alert from primary to secondary support
• **Retail IT:** Fail-safe delivery that upgrades from chat to voice call if unacknowledged

## AWS Integration

SmartRoute is delivered and managed on AWS infrastructure, leveraging AWS services for scalability, reliability, and security. The solution integrates with your existing AWS environment and ITSM tooling.

## Next Step

Request a 30-minute discovery call through AWS Marketplace Messaging to scope your on-call routing requirements and receive a tailored engagement plan.