Help and Documentation
On-Call

Escalation Policies

9min

Learn how to get started with escalation policies.

Create an Escalation Policy

Escalation policies are used to ensure timely and appropriate response by automatically notifying the right personnel when an incident exceeds predefined thresholds.

Required User Permissions

Users with the following on-call roles can create, edit, and delete on-call schedules:

  • Admin
  • User

Note: Those who do not have an on-call seat cannot be added to a schedule.

To create a new schedule in the web app:

  1. Navigate to On-Call --> Escalation Policies and click + Add Escalation Policy.
  2. Enter an Escalation Policy Name (required) and a Description (optional).

Step 1: Who do we notify?

  • Here you can choose to notify a Schedule, User(s), and Slack Channels
  • Based on your selections, you also can choose if you would like to Assign via Round Robin
    • Rootly offers two types of round robin Alert-Based and Cycle-Based. Please see Round Robin documentation for more information.
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Step 2: Add Step

  • Add Step(s) on who you want to notify after X minutes
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Step 3: Choose Repeat Option

  • Here you can choose if you want to repeat your escalation policy X amount of times if the first round of paging does not receive an acknowledgement
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Step 3: Save Escalation Policy Step 4: Assign Escalation Policy to a Service or Team

  • In order for your escalation policy to be live, you will need to assign it to a Service or Team
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  1. Assigning to Team
    1. Find the Team you would like to assign the newly created escalation policy to and click Edit or create a new team
    2. Under On-Call tab while editing team, select desired escalation policy
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  1. Assigning to Service
    1. Find the Service you would like to assign the newly created escalation policy to and click Edit or + Add Service or Import Services
    2. Under On-Call tab while editing team, select desired escalation policy
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Edit a Schedule

  1. Navigate to On-Call --> Escalation Policies
  2. Select an escalation policy to edit by clicking '...' and selecting Edit.
  3. Enter an Escalation Policy Name (required) and a Description (optional).

Delete a Schedule

  1. Navigate to On-Call --> Escalation Policies
  2. Select an escalation policy to edit by clicking '...' and selecting Delete.
  3. Confirm your selection in the dialog window.

Warning!

  • Deleting an escalation policy is permanent and cannot be restored.
  • If you want to inactivate an escalation policy and not delete it yet, simply unassign it from the corresponding Service or Team





Updated 18 Sep 2024
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