Neat - something I feel that often gets overlooked in most SAAS systems (think internal side) be it customer service, ops, etc tooling is break the glass escalation functionality. Most systems I’ve seen in the wild completely lack this and will result in over provisioning of admin “god mode” accounts.

NoodlesUK points out alerting which is a pretty important concept to incorporate.

Largely a solved concept in Electronic Medical Records & as outlined in the post.