Escalation policies
Configure responder order, acknowledgement delays, and routing.
An escalation policy defines who is paged, in what order, and how long to wait for acknowledgement at each step. The Escalation page shows every policy, its steps, and the routing matrix that decides which monitors and severities reach it.
Create a policy
Select New policy and fill in:
- Name: how the policy appears on the Escalation page and in pages.
- Organization default: when set, this policy handles any monitor and severity combination not matched by another policy. There is one default per organization.
- Escalation steps: ordered targets of type On-call schedule, person, or team, each with a wait time (30 seconds to 24 hours). Steps run in order; the next step starts after the current target acknowledges or the wait time expires. A policy can hold up to 20 steps.
- Routing matrix: which monitor and severity combinations reach this policy. An empty matrix means the policy only applies if it is the organization default.
Steps loop through the policy until the incident is acknowledged or resolved.
How pages are delivered
Escalation pages reach the step's target in the notification inbox, and outbound delivery uses your enabled email, browser-push, and generic webhook channels. If a step targets a schedule that is disabled or outside its active hours, the policy advances to the next step.
The Escalation page warns about policies with no steps (nothing will be notified), monitors without any routing rule (unrouted), and a missing organization default.