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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. To create a new escalation policy 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).
Sometimes your alert source will self-resolve the alert. If this is common, we recommend setting a delay on the Escalation Policy for a few minutes to prevent these alerts from paging your responders.

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Step 1: Who do we notify?

  • Here you can choose to notify a Schedule, User(s), an entire Team, a Team’s Admins, and/or Slack Channels
  • Based on your selections, you also can choose if you would like to Assign via Round Robin
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If you need to pass an alert to another team, use the Escalate target. This sends the alert to that team and starts their Escalation Policy. Rootly will keep running any remaining escalation steps in the current policy alongside the other team’s.

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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 4: Save Escalation Policy

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Step 5: 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
  1. Assigning to Team
    • Find the Team you would like to assign the newly created escalation policy to and click Edit or create a new team
    • Under On-Call tab while editing team, select desired escalation policy
  1. Assigning to Service
    • Find the Service you would like to assign the newly created escalation policy to and click Edit or + Add Service or Import Services
    • Under On-Call tab while editing team, select desired escalation policy

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Edit an Escalation Policy

  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).

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Delete an Escalation Policy

  1. Navigate to On-Call —> Escalation Policies
  2. Select an escalation policy to delete 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 deactivate an escalation policy and not delete it yet, simply unassign it from the corresponding Service or Team