Escalations

This section covers what escalations are and how to create escalations in Pagerly

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.

Define Escalations

This section considers you have already setup teams in Pagerly

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 is notified and henceforth.

• Team : Pagerly Team who's oncall would be notified during the escaltion process

• Escalation Time : The time the oncall needs to acknowledge the issue. Once this time is elapsed, the next team oncall is notified

Acknowledge or Escalate