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.

Setup and Define Escalations

This section considers you have already setup teams in Pagerly

Step 1: Go to the Pagerly App and navigate to Escalations

Navigate to Incidents & Paging → Escalations in the left sidebar. You'll see the Escalations list page with a table showing your existing escalation teams. Click + Add Escalation to create a new one.

Step 2: Define Escalation Config

A side panel will open with the Create Escalation Team form. Fill in the following details:

Escalation Team Name — Give your escalation a descriptive name (e.g., payments-escalation).

Layer 1 (Required):

• Select Team — Choose the Pagerly team whose on-call will be notified first.

• Time — Set how long to wait before escalating (e.g., 30).

• Time Unit — Choose Minutes or Hours.

Layer 2 (Optional):

• Select Team — Choose the next team to notify if Layer 1 doesn't acknowledge.

• Fixed Users — Optionally add specific users who should always be notified at this layer.

• Time and Time Unit — Set the wait time before escalating to Layer 3.

Layer 3 (Optional):

• Select Team — Choose the final escalation team.

• Fixed Users — Optionally add specific users who should always be notified at this layer.

Step 3: Save Escalation

Once you've configured all the layers, click the Save Escalation button at the bottom of the form. Your new escalation team will appear in the escalation teams table.

You can edit or delete any existing escalation using the actions menu in the table.

Test & Play

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

Acknowledge or Escalate

• Acknowledge to take ownership and transition the issue / ticket / incident

• If the on-call doesn't acknowledge within the escalation time, the next layer team's on-call is automatically notified and assigned

Slack thread showing escalation from Layer 1 (devops) to Layer 2 (management)