Creating an escalation policy

Escalation policy is a sequence of notifications to send when an alert gets the Alarm status. If a notification is not acknowledged within the specified period, the system will automatically send it using a different method. Escalation thus guarantees that you or your team do not miss an important message.

You can include any number of steps in your notification sequence, set delays between them, select notification methods, and specify users. For example, it can start by sending a notification to an employee's email or messenger, call them after five minutes, and escalate to their supervisor after ten.

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-hand panel.

2. Click Create.

3. Optionally, specify Name and Description.

4. Select an escalation schedule:

   • 24/7: Notify every day at any time.

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

   • Custom settings: Notify based on a custom schedule:

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

       Note

       To consider varying holiday and non-working day schedules across distributed teams, create multiple escalations for different countries.

     • Time zone: May not match the selected country.

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

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

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

       Note

       The No notification on weekends and holidays setting has a higher priority than the Send days setting. Therefore, no notifications will be sent on weekends and holidays no matter what send days you select.

5. Configure escalation steps, i.e., channel sequence and notification parameters:

   • Initial delay: First iteration delay when an escalation starts, 2 minutes by default. To start without delay, clear 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 on to the next step if the notification is successfully delivered but escalation is not stopped. You can set the delay in seconds or minutes, e.g., 30s, 10m, or 3m30s.

       The default delay is 30m. To send the next step notification without delay, clear this field.

       Warning

       Phone calls will always have a minimum 1-minute delay, no matter what escalation step or initial delay you configure.

       Note

       If a step fails, 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 only once at this escalation step and ignore it in subsequent iterations. For example, if you want to send a single 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 escalation sequence you need.

7. Click Create.

You will see the escalation policy that you have just created on the right of the page.

Adding a policy to an alertAdding a policy to an alert

1. On the Monitoring page, select Alerts on the left-hand panel.
2. Open an alert for editing or create a new one.
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 keep track of sent escalation notifications:

• Add a widget to your dashboard.
• Navigate to Notification feed.

Updating an escalation policyUpdating an escalation policy

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

If you are editing a running escalation, the changes you make will take effect starting from the next iteration.