Escalation policy template

Email first, SMS later

Email first, SMS later

Good for low priority incidents

Feel free to remove SMS if not needed. Many prefer to just have a single step too.

Use template
STEP 1  
Alert via     email   to   Pru H
End of escalation
STEP 2  
Alert via     sms   to   Cathy Jones
End of escalation
All Escalation Policy templates
STEP 1  
Alert via    phone   to   Cathy Jones
Alert via     email   to   Pru H
Alert via      MS Teams   to   Dev MS Teams
Alert via     sms   to   Salim S
Alert via     Slack   to   # general
Alert via      Discord   to   All-day discord channel
STEP 2  
Alert via    phone   to   Salim S
Alert via    phone   to   Pru H
Alert on all channels

This could be ugly so we involve all critical team members and call them

All channels High severity Includes most people
STEP 1  
Alert via    phone   to   Cathy Jones
Alert via    phone   to   Pru H
STEP 2  
Alert via    phone   to   Salim S
Alert via    phone   to   Cathy Jones
High Severity escalation

This could be ugly so we involve all critical team members and call them

Phone calls High severity Includes most people
STEP 1  
Alert via     email   to   Salim S
Alert via     email   to   Pru H
STEP 2  
Alert via    phone   to   Pru H
Alert via    phone   to   Salim S
Medium Severity escalation

Designed for incidents with medium severity. Includes Email and phone call

Email and Phone Medium severity Includes multiple people
STEP 1  
Alert via     email   to   Pru H
STEP 2  
Alert via    phone   to   Adam Smith
Default escalation

Email first, phone call later. Ideal for first time incidents.

Email and Phone call Medium priority Includes single person
STEP 1  
Alert via    phone   to   Adam Smith
STEP 2  
Alert via    phone   to   Cathy Jones
Phone again and again

Repeat a phone call. Good when there is no sureity in an integration's stability and you want to stay on top of things.

Double phone Unknown unknowns Includes one person
STEP 1  
Alert via     Slack   to   # general
STEP 2  
Alert via     sms   to   Adam Smith
Slack channel and then SMS

Slack first, SMS as fallback. Good for low priority incidents or the ones that repeat a bit.

Slack and SMS Low priority Includes one person
STEP 1  
Alert via     email   to   Adam Smith
STEP 2  
Alert via    phone   to   Adam Smith
Alert via     email   to   Salim S
STEP 3  
Alert via    phone   to   Adam Smith
Alert via    phone   to   Cathy Jones
Escalation for 2 people

Email first, phone call later. Ideal for first time incidents.

Email and Phone call Medium priority Includes two people
STEP 1  
Alert via      Discord   to   All-day discord channel
STEP 2  
Alert via     sms   to   Cathy Jones
Alert via     sms   to   Salim S
Discord channel and then SMS

Discord first, SMS as fallback. Good for low priority incidents or the ones that repeat a bit.

Discord and SMS Low priority Includes two people

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Incident Management

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Escalations
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