FAQ & Troubleshooting
Common questions and troubleshooting tips.
How long does it take to set up CommHero?
Most teams are up and running in 30 minutes: invite users (5 min), connect channels (10 min), create 3-5 templates (15 min). You can be sending incidents immediately.
Can I test CommHero without sending real notifications?
Yes! Create a test incident and execute it to your own email or a test Slack channel. This is how we recommend practicing before your first real incident.
What if I make a mistake in a template?
You can edit templates anytime. If you've already sent messages, you can't unsend them, but you can send a follow-up correction via an update template.
How many users can I invite?
Free: 2 users | Team: Unlimited | Business: Unlimited | Enterprise: Unlimited. You can upgrade or downgrade anytime.
Can I delete an incident?
No, incidents are immutable for compliance and audit reasons. You can close them, but they remain in your history forever. This is by design.
How long are logs retained?
Free: 30 days | Team: 1 year | Business: 2 years | Enterprise: Custom. You can always export logs for archival.
Can I use the same template for different channels?
Yes, but we recommend channel-specific templates so you can tailor messaging. A Slack message and an email should be formatted differently.
What's the maximum message length?
Slack: 4000 characters | Email: Unlimited | Teams: 2000 characters | SMS: 160 characters (or 459 for Unicode).
Do you offer SLA guarantees?
We maintain 99.99% uptime and have SLA guarantees for Business and Enterprise tiers. See pricing page for details.
Is my data encrypted?
Yes. All data is encrypted in transit (TLS 1.2+) and at rest (AES-256). We never see your message content—it goes directly to your channels.
Can I integrate CommHero with my monitoring tools?
Yes! Use our API or webhooks to trigger incidents automatically from Datadog, PagerDuty, Grafana, or any other monitoring platform.
What happens if a channel is down?
CommHero will retry failed sends for up to 24 hours. You'll be notified if a channel permanently fails so you can investigate.
Still Have Questions?
Can't find the answer? Contact our support team and we'll help.