# Escalations

Escalation refers to a process where you can alert more users in your company in case the on-call / rotated user is not able to acknowledge the current issue

Pagerly provides the entire experience within Slack , Teams and Discord.

### Setup and Define Escalations

This section considers [you have already setup teams in Pagerly](/how-to-work-with-pagerly/sync-team-schedule-from-tools-pagerduty-opsgenie-etc.md)

<details>

<summary>Step 1 :Go To Pagerly App and Click Create Escalation Team</summary>

![](/files/MPwy8sNx9AhcEq3ovHJ7)

</details>

<details>

<summary>Step 2: Define Escalation Config</summary>

![](/files/KMl4amdcvKdkLjcjK2vF)

</details>

**Escalation** consists of Layers which are hierarchy tiers of teams who need to respond to the incident / tickets. If Layer 1 fails to acknowledge the issue , layer 2's team will be notified.

* Team: Pagerly Team who's oncall would be notified during the escalation process
* Escalation Time: The time the oncall needs to acknowledge the issue. Once this time is elapsed, the next team oncall is notified.

<figure><img src="/files/7Lnhf5wVrMWt2B2fXtBW" alt=""><figcaption></figcaption></figure>

<details>

<summary>Step 3: Click Create Escalation</summary>

</details>

### Test & Play

Use @Pagerly \<team> is any channel where the \<team> is the name of the team mentioned in the layer 1 of the escalation

### Acknowledge or Escalate

* Acknowledge to transition the issue / ticket / incident
* If the oncall doesn't acknowledge, the next layer team's oncall would be notified and assigned

<figure><img src="/files/a67FGSIsivP8APdtMkHV" alt=""><figcaption></figcaption></figure>


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