How Escalation Works
Multi-Level Routing
Define up to 10 escalation levels, each with its own contacts, channels, and delay. Progress from on-call engineers to team leads to management.
Configurable Delays
Set relative delays between levels (e.g., Level 2 after 15 minutes, Level 3 after 30 minutes). Delays reset when the site recovers.
Auto-Acknowledge
When someone acknowledges an incident, escalation stops. The acknowledgment is logged with timestamp and user for audit purposes.
Per-Site Policies
Attach escalation policies to specific sites or groups. Different sites can have different escalation flows based on criticality.
Multi-Channel Notifications
Each level can independently use email, Telegram, push, SMS, or any combination. Route to the right channel for each escalation tier.
Test Mode
Simulate escalation runs without creating real incidents. Test individual levels or full resolution flows before going live.
Frequently Asked Questions
What is an escalation policy?
An escalation policy defines a sequence of notification levels that are triggered progressively when a site remains down. Each level can notify different people via different channels, with configurable delays between levels.
How does escalation work?
When a downtime is detected, Level 1 contacts are notified immediately. If the incident isn't acknowledged within the configured delay, Level 2 contacts are notified, and so on. Once someone acknowledges the incident, further escalation stops.
Can I test escalation policies?
Yes. UptimePoint includes a test mode that lets you trigger a simulated escalation run without creating real incidents or alert events. You can test individual levels or the full resolution flow.