Creating an escalation policy

Escalation policy: Notification sequence that can be run when an alert gets the Alarm status. If one of the notifications has not been answered within the specified timeframe, the system will automatically send it using another method. Escalation thus guarantees that you or your team do not not miss an important message.

You can include any number of steps in your notification sequence, put a delay between them, select notification methods and users. For example, to start by sending a notification to an employee's email or messenger, 5 minutes later to his/her phone, 10 minutes later to the supervisor's phone.

Getting startedGetting started

Make sure you have added recipients and they have the proper roles.

Creating a policyCreating a policy

1. On the Monitoring page, select Escalation Policies on the left panel.

2. Click Create.

3. Specify Name and Description (optional).

4. Select an escalation schedule:

   • 24/7: Send notifications every day at any time.

   • Working hours: Send notifications on working days from 10:00 to 21:00 Moscow time (time zone UTC+3). Weekends and public holidays are as per the RF business calendar.

   • Custom settings: Send notifications based on a custom schedule:

     • Country: Follow the business calendar of the the selected country.

       Note

       To consider different sets of weekends and holidays in distributed teams, create multiple escalations for different countries.

     • Time zone: May not match the country you selected.

     • No notification on weekends and holidays: Weekends and holidays as per the business calendar of the selected country.

     • Sending hours: Start and end time of the notification interval in the selected time zone. To send notifications 24/7, click next to this setting.

     • Sending days: Days of week for your escalation to send notifications. To send notifications every day, check all days or clear the setting.

       Note

       The No notification on weekends and holidays setting has a higher priority than the Sending days setting. Therefore, no notifications will be sent on weekends and holidays regardless of the sending days you selected.

5. Configure escalation steps: Channel sequence and parameters for sending notifications:

   • Initial delay: First iteration delay when starting an escalation, 2 minutes by default. To start escalation without delay, remove the value from this field.

   • Specify the parameters of the first escalation step:

     • Method: Notification method:

       • Telegram: Send a Telegram message.

       • SMS: Send a text message.

       • Email: Send an email.

       • Cloud Function: Call a function from Cloud Functions.

       • Push: Send a push notification to the mobile app.

       • Phone: Make a phone call.

         Phone numbers starting with +7(9xx) and 8(9xx) are supported, also when roaming.

     • Delay after step: Delay before moving to the next step if the notification is successfully delivered but escalation is not stopped. You can set the delay in seconds or minutes. For example, 30s, 10m, or 3m30s.

       Default delay is 30m. To send the next step notification without delay, remove the value from the field.

       Warning

       For phone calls, regardless of the escalation step and initial delay settings, a minimum delay period of 1 minute will be applied.

       Note

       If a step is unsuccessful, there will be no delay before the next step. For the last iteration step, there will be a delay before moving on to the next iteration whether the step was successful or not.

     • Ignore if repeated: Send the notification at this escalation step only once and ignore this step in subsequent repetitions. For example, if you want to send only one email to report an issue.

     • Recipient: List of notification recipients.

       Specify a Yandex Cloud account as the recipient. It may be the owner's account or an additional account, e.g., a federated account or Yandex ID.

   • To add another notification, click Add step and specify the notification parameters.

     The number of escalation steps is unlimited.

6. Drag and drop steps to create the required escalation sequence.

7. Click Create.

Your new escalation policy will appear on the right side of the page.

Adding a policy to an alertAdding a policy to an alert

1. On the Monitoring page, select Alerts on the left panel.
2. Open for editing or create an alert.
3. Add a notification method and select an escalation policy from the list.

The escalation will start as soon as the alert gets the Alarm status. All recipients will see a pop-up window in the Monitoring interface and will start receiving notifications according to the configured policy. If the alert gets any other status, the escalation will stop.

Viewing notificationsViewing notifications

To track the sending of escalation notifications:

• Add a widget to the dashboard.
• Go to Notification Feed.

Updating an escalation policyUpdating an escalation policy

1. On the Monitoring page, select Escalation Policies on the left panel.
2. Click next to the escalation policy and select Edit.
3. Specify new policy settings.
4. Click Save.

If you are editing an ongoing escalation, the your changes will take effect starting from the next iteration.