Sold by: UST
UST SmartRoute is an AI-powered on-call management service that unifies communication, roster scheduling, and escalation logic to route every alert to the right person automatically.
Overview
UST SmartRoute - Intelligent On-Call Routing and Escalation
SmartRoute is UST SmartOps' professional services engagement that delivers an intelligent on-call management solution on AWS. It unifies communication, roster management, and escalation logic so every alert reaches the right person, on the right channel, with automatic escalation if they do not respond.
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.
Highlights
- Zero-touch escalation eliminates missed alerts: SmartRoute's agentic persistence loop automatically detects when an on-call responder has not acknowledged, logs the failure, and escalates to the next contact - removing the delay and human error of manual escalation decisions. Unlike traditional routing tools that require someone to notice silence, SmartRoute pursues the escalation chain autonomously until the alert is acknowledged, reducing missed-page risk across Voice, SMS, and Teams channels.
- Compliance-ready immutable audit trail for every incident: Every trigger, delivery attempt, acknowledgment, and escalation is logged in an immutable audit trail through the Unified Communication Framework. Operations and compliance leadership gain complete visibility into who was contacted, when, on which channel, and whether they responded - meeting the documentation requirements of regulated industries including healthcare, finance, and telecom.
- Structured professional services engagement with defined deliverables: UST delivers SmartRoute through a phased engagement including discovery and scoping, configuration and integration with your existing AWS infrastructure and ITSM platform, user acceptance testing, and production go-live with knowledge transfer. Buyers receive a fully configured on-call routing solution with up to 10 escalation levels, roster management, and automated communication scheduling tailored to their environment.
Details
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Delivery method
Deployed on AWS
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Pricing
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Support
Vendor support
Engagement and Support Model
UST provides support throughout the SmartRoute engagement lifecycle, from initial scoping through post-deployment operations.
Pre-Engagement Support
- AWS Marketplace Messaging: Available for initial inquiries, scoping questions, and engagement requests. Use this channel to request a 30-minute discovery call.
- Email Support: For pre-sales inquiries, contact the UST Sales team at salesteam_tes@ust.com .
- General Information: Visit https://www.ust.com to learn more about UST's services.
During Engagement
- Dedicated Communication Channel: Established during onboarding for ongoing project collaboration, issue resolution, and milestone tracking.
- Regular Status Updates: Provided at each engagement phase (discovery, configuration, testing, go-live).
Post-Deployment Support
- Dedicated Communication Channel: Continues after go-live for operational questions, configuration adjustments, and issue resolution.
- Knowledge Transfer Documentation: Provided at engagement completion so your team can manage day-to-day operations independently.
Buyer Responsibilities
To ensure a successful engagement, buyers are expected to provide access to their ITSM platform, roster and shift data, communication channel credentials, and AWS environment. A designated point of contact from the buyer's team is required for discovery workshops and UAT sign-off.
Getting Help
For any issues including using the services, troubleshooting, or requesting refunds, contact UST through AWS Marketplace Messaging or the dedicated communication channel established during onboarding.