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Define Escalation Policies

Escalation policies control what happens when an on-call responder doesn't acknowledge a page.

By setting up multi-level escalation chains, you ensure that incidents always reach someone who can respond — even if the primary responder is unavailable.

Create an Escalation Policy​

  1. Navigate to On-Call → Escalation Policies.
  2. Click Create Escalation Policy.
  3. Configure the policy:
    • Name — A descriptive name (e.g., "Payments Team Escalation").
    • Levels — Add one or more escalation levels. Each level defines:
      • Target — A specific user or group to notify.
      • Timeout — How long to wait (in minutes) for acknowledgment before escalating.
      • Retries — Number of retry attempts at this level before moving to the next.
  4. Attach a schedule to the policy so the system knows which on-call rotation to page at the first level.
  5. Click Save.

How Escalation Works​

When a page is triggered:

  1. The current on-call responder (from the attached schedule) is notified on all configured channels.
  2. If no acknowledgment is received within the timeout period, the system retries based on the retry count.
  3. If the first level is exhausted, the page escalates to the next level — typically a team lead, manager, or secondary on-call group.
  4. This continues through all configured levels until someone acknowledges.

Best Practices​

  • Always configure at least two levels — A primary responder and a backup prevents incidents from going unacknowledged.
  • Set appropriate timeouts — Too short and you escalate before someone has time to respond; too long and incidents sit idle. A common starting point is 5–10 minutes per level.
  • Use groups at higher levels — Escalating to a team or group at level 2+ increases the chance of a quick response.
  • Attach the right schedule — Make sure the escalation policy points to the correct on-call rotation. A misconfigured attachment pages the wrong team.
  • Test the full chain — Run a test page through every level of the policy before relying on it in production. Verify that notifications reach each target correctly.