Escalation policies

Escalation policy overview

An escalation policy is a custom set of rules for incident alerting, ideal for creating advanced incident alerting processes. It defines who will be alerted and in what order, continuing until the incident is acknowledged.

Creating an escalation policy

1. Navigate to Escalation policies.
2. Click Create escalation policy.
3. Name your escalation policy.
4. Configure the settings as outlined below.
5. Click Create escalation policy.

Escalation policy settings

Alerting

Choose who to alert, including options like: - Specific team members - Current on-call team - Slack or Microsoft Teams integrations - Zapier and Webhook integrations

Severities

Severities are customizable and allow for preset alerting methods applicable across multiple escalation policies. To create a new severity: - Navigate to Escalation policies → Create severity.

Time-based rules

Specify conditions to stop the escalation policy or escalate to another policy at specific times.

Delay

Set a time delay using Wait for [ ] minutes before escalating to. The alerting flow will begin after the defined period.

Metadata-based rules

Use metadata to define custom notification flows. This allows incidents to be routed based on metadata like severity or ownership, providing greater flexibility.

You can find more details in the Metadaata in escalation policies.

Multi-step policy

To create multiple escalation steps: 1. Click Add another step. 2. Define the action for the next step if the previous step is not acknowledged. 3. Rearrange steps by dragging them to a new position. 4. Remove steps by clicking the x in the top-right corner.

Repeating policy

Set the number of repetitions in the Repeats dropdown menu.