Case Study: SumUp improves incident communications and reduces cognitive overload with incident.io

With incident.io, SumUp has a single place to turn to when things go wrong

SumUp, a global payments company operating in over 25 countries, needed a better way to manage incidents without slowing responders down. Before adopting incident.io, the team relied on a highly manual in-house bot, sticky-note instructions, and separate tools for incident response and status page updates, which created cognitive overload, context switching, and unnecessary friction during high-severity incidents.

With incident.io, SumUp consolidated incident response and communications into a single platform, using both internal and external Status Pages plus AI incident summaries. The result was faster, smoother incident handling with less mental overhead, better communication for customers and internal stakeholders, and hours of work saved each month through AI summaries. Incident.io helped SumUp streamline declarations, updates, reviews, and learning from incidents in one place.

SumUp

Adrián Moreno Peña

VP of Engineering