How escalation works
A request that needs someone now goes to the people on call for that location, one at a time, in the order you rank them. If none of them accepts, everyone else at the location is contacted together. If still nobody accepts, the escalation owner is alerted and keeps the request. Everyone still waiting is warned five minutes before that.
Choosing your waits
- Between ranked people: how long one person gets before the next is tried.
- Before backups: how long the ranked people get, in total, after the last of them is contacted.
- Before the owner: how long the backups get before someone with authority steps in.
A burst pipe and a quote request deserve different timing. Give urgent forms a fast profile and routine ones a relaxed one. How to change escalation timing