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On-call Escalation

Quick Reference​

SituationAction
Urgent issueincident.io → Escalate to someone, or /inc escalate in Slack
Non-urgent issueTag @On-call in Slack

When to Escalate​

Urgent escalation​

Immediate engagement is required from the on-call. 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.

How to Escalate Urgently​

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

Via incident.io:

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

Via Slack:

  1. Type /inc escalate in any channel

For both options, fill in the form as follows:

  • Escalation paths — leave default (Primary escalation path)
  • Users — leave empty
  • Priority — Urgent
  • Notification message / Why do you need them? — Describe the reason for escalation