Escalation Policies

Overview

An escalation policy determines how your team is notified when an incident occurs. You can define multiple steps so that if the first responder does not acknowledge the incident within a set time, the alert escalates to the next person or group.

Creating an Escalation Policy

1. In the sidebar, go to Escalation Policies.
2. Click Create Escalation Policy.
3. Give the policy a name.
4. Add one or more escalation steps. Each step defines:
   • Who to notify — Team members or on-call schedules.
   • When to escalate — The wait time before moving to the next step if the incident is not acknowledged.
5. Click Save.

Assigning a Policy to a Check

Open a check's settings and select an escalation policy from the Escalation Policy dropdown. When that check triggers an incident, the selected policy will route notifications.

Severities

Escalation policies can be scoped to specific severities. Go to the Severities tab within Escalation Policies to create and manage severity levels (e.g. critical, high, medium, low). Assign a severity to an incident or check to control which policy fires.