On-call Escalation

Quick Reference

Situation	Action
Urgent issue (can't wait until the next working day)	/inc escalate in Slack, or incident.io → Escalate to someone, with Escalation path 24/7 On-Call Support
Non-urgent issue	Tag @On-call in Slack

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When to Escalate

Urgent escalation

Immediate engagement is required from the on-call, at any time, including outside working hours. Examples:

• Production is down or severely degraded
• Critical customer impact is occurring and requires immediate resolution
• Security incident requiring immediate attention
• Data loss or corruption is suspected

Normal escalation

On-call attention is required, but can wait for normal working hours. Tag @On-call in Slack.

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How to Escalate Urgently

All urgent escalations go through incident.io or Slack. This ensures proper routing, tracking, and accountability.

Via Slack:

1. Type /inc escalate in any channel

Via incident.io:

1. Go to the incident.io escalations page
2. Click Escalate to someone (top right corner)

For both options, fill in the form as follows:

• Escalation paths — 24/7 On-Call Support (this is the default, so check that it's selected)
• Users — leave empty
• Priority — Urgent
• Notification message / Why do you need them? — Describe the reason for escalation