What Are Customer Ops Alerts?

Theator continuously monitors the health of recording equipment in your operating rooms. When something goes wrong — a cable gets unplugged, a unit goes offline, or a pedal disconnects — the system automatically creates an incident and notifies your team so you can respond quickly.

Alerts are designed to protect recording coverage: the more quickly you respond, the fewer cases are missed or partially recorded.

How Alerts Work

Detection — Theator's monitoring system detects an equipment issue (e.g., a cable disconnected for more than 10 minutes).
Incident Created — A PagerDuty incident is created and appears in your Incidents Dashboard at System > Monitoring > Overview.
Notification — Your team receives a push notification with the alert details, including the affected room and unit.
Response — A team member acknowledges the alert, goes to the room to investigate, and fixes the issue.
Resolution — The team member resolves the incident in the dashboard and adds a note about what was done.

Watch: Incident Lifecycle in Action

This short walkthrough shows the full lifecycle: spotting an alert on the Incidents Dashboard, opening the detail drawer, acknowledging it, and resolving with a note.

Alert Lifecycle

Every alert goes through three states:

State	Indicator	What It Means
Triggered	🔴	New issue detected — needs attention
Acknowledged	✔	Someone is working on it
Resolved	✅	Issue fixed and closed

The Incidents Dashboard shows all active alerts (triggered and acknowledged) at the top, and resolved alerts in a collapsible section below.

Incidents Dashboard showing active alerts and metrics

Alert Types

Theator monitors for 6 types of equipment issues:

Alert Type	Severity	What Happened	Impact on Recording
Cable Disconnected 🔌	URGENT	A video cable (SDI or HDMI) was unplugged from the unit for 10+ minutes	Cases are not being recorded on the affected input. Missed recordings are unrecoverable.
Unit Offline 📡	High	The recording unit lost connectivity for 10+ minutes	No video is being captured in this room
Pedal Disconnected 🦶	Medium	The surgeon's pedal/clicker was unplugged for 10+ minutes	Surgeons cannot mark events during surgery. Recording continues normally.
No Video Signal 🔌	High	Cable is connected but the unit receives no video signal	Cases are not being recorded on the affected input
No Unit Present ⚠️	High	No recording unit is detected in the room	No recording capability in this room
Cart Long-Term Offline 📴	Low	A mobile cart has been offline for 4+ days	Cart is unavailable for recording in any room

What to Do When You Receive an Alert

Every alert follows the same general response flow:

Acknowledge the alert in the Incidents Dashboard — this lets your team know you're handling it.
Check the Monitoring pages — go to System > Monitoring > Units to see the current status and identify the affected room.
Go to the room — physically investigate and fix the issue.
Verify the fix — check the Monitoring pages to confirm the issue is resolved.
Resolve the alert — close the incident in the dashboard and add a note about what you found and did.

Each alert type has a detailed troubleshooting guide with step-by-step instructions. You can access it directly from the incident detail drawer by clicking View Troubleshooting Guide.

Troubleshooting Guides

Getting Started with the Incidents Dashboard — Learn how to use the dashboard to manage alerts
System Monitoring Dashboard — Overview of all monitoring pages
Daily Monitoring Checklist — Quick daily routine for biomed and IT admins

Understanding Customer Ops Alerts