Escalation makes sure an outage does not sit unattended: if nobody acknowledges the first alert, more people are alerted after a while, and reminders keep going until someone takes it. Escalation steps and repeats are included in Pro.
How "On it" works
Every alert and the site page has an On it button. You press it to show your colleagues that someone is handling it. You never have to, but if you turn on escalation, that is how Ravnsight knows it can stop alerting.
Turn on escalation
In the default routing, under If nobody takes care of the alert, tick Alert more people and remind if nobody presses "On it". This reveals the fields for the next step.
- If nobody has pressed it within … minutes sets the delay before the next step is alerted. The value can be from 1 to 1440 minutes (default 15).
- Choose which channels to alert second. Only channels that are not already alerted in step 1 can be selected here. You can also type an e-mail address for whoever should be reached second.
Remind until someone acknowledges
Under And remind every … you choose how often the alert repeats until someone presses "On it". The intervals are every 10, 15, 30, 60 or 120 minutes, or do not remind again if you only want a single extra round.
Reserve SMS and phone for later steps
A common setup is to let step 1 go to soft channels like e-mail and Slack, and only pull in SMS or the on-call phone in the second step. That way you only really disturb someone when an outage has actually been left unacknowledged. Put the SMS channel in the step after the delay, not in step 1.