Escalation Policies make sure the right people are notified at the right time. The incident notifications can be configured to escalate to Users, Squads or Schedules in a given order and time. You can create different Escalation Policies for different Services.

Creating an Escalation Policy

• You can create a Escalation Policy under Escalation Policies from the navigation sidebar.

• Click on Add Escalation Policy to create one from scratch or choose to edit an existing one by clicking on the More Options button for the specific escalation policy.

• Give the Escalation Policy a Name and a Description.

• You can add Users, Squads or Schedules as recipients at any level.

• Enter the appropriate time, giving enough notice for your recipients to acknowledge the alert after which it will escalate to the next level.

• You can also choose to override the user's notifications by turning off the Personal Notification Rules toggle and adding in the notification modes of your choice.

• In this case, we have chosen to retain the personal notification rules for Escalation Rules 1 and 3 and have added our notification overrides for Escalation Rule 2.

• By clicking Add Rule you can add any number of level of recipients to your escalation policy.

Repeating Escalation Policy

There is an option to repeat an policy a given number of times if the incident is still in the Triggered state, that is, if no one acknowledges it even after the escalation policy has been executed fully once.

• You can do this by entering an accepted value (1,2 or 3) in the Repeat box at the bottom of the UI pop-up while creating the escalation policy.

• Click on the Save button to update the escalation policy.