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Incident responsePremium · early access

Escalation policies

Email backup responders when an outage remains unacknowledged.

1 min read

This guide covers Premium features. Premium is in early access and cannot be bought yet.

Build a policy

  1. Open the Escalation policy panel under On-call & escalation.
  2. Enable Automatic escalation and add up to five steps.
  3. For each step, choose a distinct waiting time between 1 and 1,440 minutes, measured from the confirmed outage start.
  4. Choose everyone in the workspace, one person, or the person on call in a backup schedule as the email target.
  5. Select Save policy to apply the switch and steps.
Sample on-call calendar with a primary schedule, an override, a three-minute email escalation step, and shift reminders.View full size
On-call and escalation. See the rotation and cover time away, with backup responders below. Sample data; on-call tools require Premium.

When escalation stops

A step runs only while an enabled monitor has an open, unacknowledged incident and the workspace owner is on Premium. Acknowledgement stops later escalation steps. Each step queues its emails once.

Turning off Automatic escalation keeps the steps for later. The first schedule creates a default policy of everyone after 3 minutes only when no policy already exists.

Escalation sends email

The normal outage notification still goes to the workspace’s active channels and the primary on-call person. Escalation steps add email recipients; they do not send Slack, webhook, push, SMS, or phone-call escalations.

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