Add an escalation policy to your team
Add an escalation policy for your team so that at least one team member is engaged in an alert response.
Before you begin
Role required: Responder, Manager, or Administrator
Note: Only the responder who created the team, the manager of the team, or an
administrator can add an escalation policy for the team.
About this task
Escalation policy is triggered once for each active shift. For example, if there are
three active shifts, escalation policy will be triggered thrice — one for each
shift. Notifications are sent based on the escalation policy and only during active
shift hours. Notifications are not sent to users who are on time off. When multiple
users are specified as responders to an alert, escalations are used to notify
responders in a given order and at a specific time. If no one responds, the
escalation happens based on your defined policies until someone responds. For each
escalation level, the users will receive three reminders in addition to the first
notification. Once a team member responds, the escalation policy stops escalating
and no further notifications are sent. If there is no escalation policy, no
notification is sent to the user even if the user is a primary member of an on-call
shift.
Note: If the escalation policy has only one level, the notifications or
the reminders are sent to the user every 5 minutes.
If the escalation policy of a team (e.g. Networking team in the image below) is set to notify the primary member on another team (e.g. Operations team in the image below), then escalation policy notifications for the Networking team is sent to all the primary on-call users in the Operations team.
Note: For on-call shifts at the same escalation level, notification is sent only once to
any user and no duplicate notifications are sent. For example, if both the primary
and backup member for a shift is the same user, an escalation notification is sent
to the user only once even if the policy is set to send it to both primary and
backup at the same escalation level.