An escalation policy is executed based on your routing rules. An escalation policy determines who incidents are routed to and how they are escalated if not acknowledged.
VictorOps gives you the flexibility to create an escalation policy that fits your organization’s existing processes.
As an example, when an incident is routed to the following Escalation Team, its escalation policy will:
- Immediately notify the on-call user in the Dev_Rotation. It will also send an email to this team’s email address.
- The system will wait 10 minutes, and if the incident has not been acknowledged, @ngrieb’s personal notification policy will be executed
- If the incident is still unacked after an additional 30 minutes, the Database team’s escalation policy will be executed.
- Finally, if the incident is still unacked after an additional 60 minutes (cumulative time of 10 + 30 + 60 = 1 hour 40 minutes after initial trigger), a webhook will be executed to reboot the server.
When an escalation policy is executed and a person is being notified, their personal notification policy determines how they will be contacted.
Escalation policies can also deliver incident notifications to email addresses or webhooks for integration with your external systems.