# How Thrive Learning uses incident.io

**4 departments**: “4 departments adopted organically”

As published on [incident.io](https://incident.io/customers/thrive), May 2025. Captured by usedby on 2026-10-07.

- Company: [Thrive Learning](https://www.usedby.ai/companies/thrive-learning.md)
- Tool: [incident.io](https://www.usedby.ai/tools/incident-io.md)
- Industry: [EdTech & E-learning](https://www.usedby.ai/companies/industry/edtech-e-learning.md)
- Teams: SRE, Support, InfoSec, Account directors

## What the story says

Thrive replaced PagerDuty and a manual text-file incident template with incident.io. Incidents now run inside Slack with auto-built timelines, Jira ticket syncing, overdue action reminders and post-mortems drafted from transcripts, and the team also analyzes incident data via the MCP server.

Summary written by usedby from the source page, in English. The figures are those of incident.io and Thrive Learning, not ours.

> Adoption spread without anyone forcing it. The SRE team started first, then support joined, then InfoSec started using it for security events. Account directors started getting notified when something was affecting a customer.

- **Two weeks**: “Two weeks from POC → purchase”
- **half a day**: “Replicating their configuration on PagerDuty took about half a day.”
- **eight**: “With eight SRE engineers on the team, AI SRE is next on Leigh's radar”

> People used to see incidents as a bad thing. Now they use them to mobilize teams and improve. That whole attitude and culture around it has changed as a result of this partnership.
>
> Leigh Darlow, Head of Live Service

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the figure 4 departments is printed word for word on the page, near the name of Thrive Learning.
- Checked: the passage quoted above is copied word for word from the page, near the name of Thrive Learning.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Thrive Learning uses incident.io. Confirmed line. Latest check across sources: 2026-10-07.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/thrive-learning-incident-io · How we check: https://www.usedby.ai/methodology