Thanks for taking the time post your requests here. Now, let me try to answer your questions
>>>1. Currently when I create a notification profile there is no way I can define in that profile as how I am going to notify the user,/recipient e.g. via email or SMS or both etc for certain monitors. Its all or nothing at this moment. It will be good to have an option for alert medium.
Alerts and Notification medium are configured at the user level. To configure SMS/voice, navigate to Admin > Alert and User Management > Users & Alerts > select the user. You can select the notification medium of your choice (Note: Currently email can't be unchecked as it binds to your account).
>>>2. There is no way to escalate at multiple levels for an incident. For example for one of the monitors, I would like, when a monitor goes down send an email to IT Operations team, if not resolved within 10 minutes log a support ticket and email to team leader, if its not resolved within 1 hour sms to team leader and email to manager, if not resolved within 4 hours, sms to manager etc. This si just one example of alert escalation hierarchy.
We are in the process of enhancing our alerting mechanism to include exactly whats being asked. Your cases would be taken care of once its been implemented. Stay tuned to this post for more updates.
Product Manager, Site24x7