Why Capa replaced incident.io with Rootly.

incident.io got Capa started, and the simplicity was the point. It targeted Slack and didn't try to do everything, and that focus is exactly why a small team adopted it quickly, including an engineer in his first job with no prior on-call background. When you're running one or two incidents a day, that's all you need.

Then the business grew. Transaction volume climbed, and with it the number of incidents. Capa needed to customize alerts, get richer information out of them, shape the workflow around how the team actually worked. That's the moment incident.io stopped being the right fit, and it happened fast.

The final wall was pricing. The simple tier was fine; the customization Capa now needed sat behind a step up in cost they hadn't expected. As Juan put it, they wanted to customize a lot of things and got hit by a wall with the prices.

What made the pricing wall worse was that there was no one on the other side of it. Capa never got to talk to anyone at incident.io. The path forward was a credit card field and a higher bill, not a conversation. For a team trying to decide how to grow its incident process, the absence of a relationship was its own kind of friction.

"We hit a wall with incident.io the second we wanted to customize anything. And the worst part was there was nobody to talk to about it. Just a higher price and a credit card field. That's a hard way to plan how you're going to grow." -Juan David Torres, CTO & Co-founder

Capa is a regulated fintech expanding into new countries, each with its own rules. The needs on the horizon were not smaller and simpler; they were bigger; more auditability, more granular access control, more compliance. A platform that already price-walled basic customization was not going to be the one that carried them into that.

The common thread was incident.io is a tool to get you started. Capa had already reached the edge of what it was built for, and the next step it offered was a bill, not a partnership.

The same simplicity, with a team behind it

Capa found Rootly the way a lot of teams do now, by asking an LLM for the best incident management platforms and went looking specifically for something Slack-native and simple. He'd also looked at PagerDuty, but wanted the focused, Slack-first approach incident.io had gotten him used to. Rootly was the one that matched it, and he stopped researching once he found it.

The move kept everything that worked and removed the wall. Rootly is just as simple to declare an incident in and just as Slack-native, so the team lost nothing on ease of use. What it added was the part incident.io withheld: a relationship. Every Rootly customer gets a shared Slack channel with the team, not just the ones who buy premium support, because Rootly doesn't do self-serve-by-credit-card by design. Juan's read was blunt and unprompted: the support is much better.

Then he started building. The day before we spoke, Juan set up an alert in Rootly that fires automatically when a transaction gets stuck in a non-terminal, non-starting status, the single most common incident Capa sees. Previously, customer support had to notice the problem and manually open a ticket in a group channel to kick off the incident. Now Rootly catches it and raises it on its own. For a team deliberately growing through automation rather than headcount, that's the shape of every win they're after.

"Rootly is just as simple as incident.io to get into, so we lost nothing. But now I have a team in my Slack when I need them, and I'm automating the incident we hit most instead of waiting for support to file it by hand. That's the difference." -Juan David Torres, CTO & Co-founder

Built for where a regulated fintech is going

Pricing you can plan around

The friction that pushed Capa off incident.io was cost surprise, so the most direct outcome is the simplest one. There's no tax on the customization a growing team inevitably needs, and no discount-now, shock-later structure waiting at renewal. For a team watching its burn while it scales volume, predictable pricing is not a nicety, it's how the decision got made.

A team in your Slack, not a credit card field

The relationship is the part Juan keeps coming back to. A shared Slack channel with the Rootly team means that when Capa wants to customize something or work through a problem, the answer is a conversation, not an upsell screen. That's a deliberate Rootly design choice, and it's the exact thing incident.io's pricing wall lacked.

Automating the incident they hit most

Capa's growth plan is lean and AI-driven: grow revenue and volume, automate compliance and operational processes, keep the headcount flat. The stuck-transaction alert Juan built is the first instance of that inside Rootly, turning the most frequent incident from a manual catch into an automatic one. As Capa automates more of its operations, an incident platform that's built to be configured and automated, rather than price-walled, compounds in value.

Room to grow into compliance

This is the part incident.io couldn't promise. Capa is a regulated fintech moving money across borders and expanding into new markets, which means the road ahead is paved with more regulation, more auditability, and more granular access control. Rootly is built ground-up for the strictest security and governance requirements, which is why some of the most security-conscious teams in the world, including fintechs like SoFi and Wise, run on it. Capa grows into that posture on the same platform, instead of bolting on workarounds or switching tools the moment compliance gets serious.

“We're a regulated fintech, and every new market we enter is new compliance. I didn't want an incident tool that prices me out the moment I customize it, or one that falls behind when the rules get harder. I wanted one that grows with us. That's the bet with Rootly." -Juan David Torres, CTO & Co-founder

Simple is the right way to start an incident process. The harder question is what happens when simple meets a price wall, or a compliance regime in a country you've just entered, and there's no one on the other end to help you through it. For a lean team planning to grow in revenue and regulation rather than headcount, that's the whole decision. incident.io is built to get you started. Capa chose the platform built to get you started and for where it's going next; transparent pricing, with a team in its Slack, and the governance road already paved. If you're on incident.io and starting to feel the wall, that's the signal, and Rootly is the platform on the other side of it, built to grow with you.