Configure escalation policies
Connect agents and schedules to services using ordered response levels.
Create a policy
- Open Escalation in the sidebar.
- Create a policy with a recognisable name and description.
- Add the first level’s targets.
- Set the response window before moving to the next level.
- Add backup levels and choose whether the policy should repeat.
- Connect the intended services and save.
A target can be an individual agent or an on-call schedule. Multiple targets can be configured in one level. Use the three-dot menu on the overview for policy actions.
When to use an agent or a schedule
An agent target always names a specific person. A schedule target names the rotation, so the currently on-call person can change without editing the policy.
Use a schedule for primary coverage that rotates. Use an individual agent for a person who should explicitly be part of a level. You can combine them when both are intentional, for example a rotating responder and a fixed incident coordinator.
Understand levels and repeats
The first level represents the first configured recipients. Later levels represent the fallback path if the incident is not acknowledged within the preceding level’s response window.
Do not repeat means one pass. A repeat count means additional passes after that first pass. For example, repeating twice means three passes in total.
These values currently configure the intended process. The notification and escalation execution engine is not active yet, so saving a policy does not begin sending alerts or advancing timers.
Connect services
A service can use one policy. You can choose the policy on the service edit page or manage connected services in the policy editor. Moving a service to a different policy replaces its previous policy connection.
Example configuration
| Level | Target | Purpose |
|---|---|---|
| 1 | Platform primary schedule | Current primary responder |
| 2 | Platform backup schedule | Secondary coverage |
| 3 | Incident coordinator agent | Explicit final contact |
Choose response windows based on your team’s operating procedure. Ensure each schedule has coverage before relying on that route.
Resolve missing targets
An agent or schedule must be enabled to be newly selected. If an item is unavailable, check its state, membership, start time, and coverage. Record vacation and overrides in their own pages; they are not policy levels.