# 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](https://docs.pagerly.io/how-to-work-with-pagerly/sync-team-schedule-from-tools-pagerduty-opsgenie-etc)

<details>

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

![](https://296040630-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fu15pukNExHWOsjYrdZrh%2Fuploads%2FVNs7VwVVu1KUEvAPtLAX%2FEsclations%20in%20Slack.png?alt=media\&token=507e275e-21c9-47d7-9830-56ee5a7145c2)

</details>

<details>

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

![](https://296040630-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fu15pukNExHWOsjYrdZrh%2Fuploads%2FYxu7McEJrI0MrawJQNTQ%2FScreenshot%202023-12-08%20at%203.14.01%20PM.png?alt=media\&token=945080e6-a5b3-4be4-b514-ddb2e4af4907)

</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="https://296040630-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fu15pukNExHWOsjYrdZrh%2Fuploads%2F3FMsvtINz28ZB34ghSWm%2FScreenshot%202024-11-26%20at%208.24.20%20PM.png?alt=media&#x26;token=aee173f1-77c4-4c1f-bdda-4ca807960f16" 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&#x20;
* If the oncall doesn't acknowledge, the next layer team's oncall would be notified and assigned

<figure><img src="https://296040630-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fu15pukNExHWOsjYrdZrh%2Fuploads%2FxkLjaFwenaPPK19lcg0d%2FScreenshot%202024-11-25%20at%2010.21.50%20PM.png?alt=media&#x26;token=22ad3d02-ddf1-4193-99d0-6f5d2b4b6170" alt=""><figcaption></figcaption></figure>

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