Escalation Policy
An escalation policy is a predefined set of rules that determine how and when to elevate an incident to higher levels of support or management.
What Is Escalation Policy
An escalation policy is a predefined set of rules that determine how and when to elevate an incident to higher levels of support or management. It ensures timely resolution of critical issues.
Why Is Escalation Policy Important
A well-defined escalation policy prevents incidents from falling through the cracks. It clarifies responsibilities, reduces response times, and ensures that critical issues receive appropriate attention.
Example Of Escalation Policy
If a critical system outage isn't resolved within 30 minutes, the policy might dictate escalating the incident to the senior engineering team and notifying the CTO.
How To Create Escalation Policy With Spike
- Head to the escalations section on your Spike dashboard and click "new escalation."
- Give your policy a clear name that identifies the team members included.
- Add multiple escalation levels with specific time intervals between them.
- Select alert channels for each level - phone calls for critical issues, Slack/Teams for less urgent ones.
- Set up wait times before escalation to filter out self-resolving incidents.
- Configure acknowledge timeouts to prevent forgotten incidents after acknowledgment.
Create your first escalation policy with Spike today and make sure the right people get alerted at the right time.