Guide for Using the Elven Platform Application

The Elven Platform app was created to make incident management more agile and accessible, putting everything you need in the palm of your hand. Now, you can track alerts and incidents directly from your phone, without relying on a computer. With an intuitive interface and features designed for your daily routine, the app ensures you receive instant notifications whenever something requires attention, allowing for a quick and effective response.

If you need to perform monitoring, register incidents and alerts, or add a contact method, simply access the web version of the platform, where these options are available.

To ensure more people can make the most of this experience, the Elven Platform app is compatible with Android 6.0 or higher devices. This way, you have access to all the essential features for incident management, regardless of your device. To download it, just search for “Elven” on Google Play or use the shortcut available on the login page of the platform’s web version. Everything is designed so you can start using the app quickly and effortlessly.

Sign In

Accessing the Elven Platform app is simple and fast! Just scan the QR Code generated on the web version to log into your account without hassle. And if you prefer to log in with username and password, don’t worry – this option will be available in version 2 of the app.

Home

The Home screen of the Elven Platform app was designed to offer a clear and agile overview of your operation. On it, you’ll find the two most recent incidents and alerts, ensuring quick access to what really matters. With a simple gesture, by dragging the incident card, you can update its status intuitively. Additionally, the essential management metrics are always visible, helping you monitor performance and make more assertive decisions.

Incidents

The incidents section of the Elven Platform app puts the full power of management in the palm of your hand. Here, you can update the incident status with a single tap, marking it as acknowledged or resolved. Need a more coordinated action? Open a War Room directly from the app or create tickets in ITSM platforms for more structured follow-up (these last two features will be available in future versions). In addition, all the essential incident details are available, ensuring you have the right information to act quickly and accurately.

The incident list in the Elven Platform app was designed to help you focus on what really matters. Incidents are organized by status, ensuring you can quickly identify what needs attention. Critical cases are prioritized for visibility, so no emergency goes unnoticed. And to make your management even easier, just drag the incident card to update its status. Each incident also includes detailed information such as severity, status, trigger time, TTA, and TTR, offering a clear and complete view of the situation. Additionally, a detailed event history keeps a full record of each occurrence, essential for audits and future learning.

Alerts

The alerts list in the Elven Platform app helps you maintain full control over what’s happening. Alerts are organized by status, ensuring a clear view of ongoing events. To make sure nothing critical goes unnoticed, the most urgent alerts are prioritized for visibility. And to find exactly what you need, you can use the search field and apply severity filters, making management even more efficient and accurate.

Settings

In the settings menu of the Elven Platform app, you’ll find everything you need to personalize your experience. If you work with more than one organization, you can easily switch between them. Need help? Access to the Help Center, documentation, and support is just a tap away. You can also adjust your notification settings, view the app version, and, when needed, log out quickly and easily.

Speaking of notification settings, with the Elven Platform app, you’ll never miss an important alert again. Instant notifications (Push Notifications) ensure you’re notified the moment an incident occurs. And for truly critical events, Notification Bypass ensures nothing goes unnoticed, even if your phone has alert restrictions. This feature is supported on Android 11.0 or higher devices.

Glossary of Technical Terms

Acknowledged (Recognized): Status assigned to an incident when it has been identified and is being addressed. Alerts: Notifications generated by the system to inform about relevant events on the platform. Notification Bypass: Feature that allows receiving critical alerts even when the phone’s settings block notifications (available for Android 11.0 or higher). Home: Initial screen of the app, where users find the latest incidents and alerts, along with key management metrics. Incident: Unexpected event that may impact the normal operation of services monitored by the platform. ITSM (IT Service Management): Set of practices for managing IT services, allowing the creation and tracking of tickets. QR Code Login: Fast and secure authentication method where the user scans a code generated in the web version of the Elven Platform to access the app. Management Metrics: Indicators such as TTA (Time to Acknowledge) and TTR (Time to Resolve) that help analyze and improve operational efficiency. Push Notifications: Alerts sent directly to the phone to inform about new incidents or real-time changes. Severity: Indicator of the criticality of an incident or alert, helping prioritize actions. Incident Status: Current state of an incident, which can be Acknowledged, Resolved, or Critical Alarm. TTA (Time to Acknowledge): Average time between the generation of an incident and its acknowledgment by the team. TTR (Time to Resolve): Average time needed to resolve an incident after it has been acknowledged. War Room: Virtual collaboration space where teams can gather to resolve critical incidents (future feature).