What is an Escalation Policy?
An escalation policy ensures that if a major incident is not acknowledged or resolved within a pre-determined amount of time, it will be escalated to the next person. You can customize who you want to receive the alert, the amount of time to wait before escalating to the next user and which user the alert should be escalated to.
When is an escalation policy useful?
Imagine that you have an on-call team that monitors critical systems. In the event of an incident, an alert is sent either by a fellow team member or one of the monitoring tools connected to the hundreds of endpoints being monitored. If this alert is not acknowledged, what happens to it? OnPage solves this common problem, ensuring that critical alerts are never missed. Critical alerts are escalated until there’s a response.
The OnPage scheduler organizes on-call teams and is pre-configured according to the team’s escalation and failover policies, automating the alert process and reducing human error.