Escalation policies

How alerts are routed for this customer

2 open alerts
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Each trigger type can have its own routing ladder. Steps fire in order; within a step, channels fire in parallel. If no acknowledgement is received in the timeout, the next step fires. Build per-customer policies that match their on-call rota and ARC contract.

Default SOS — Supervisor first

trigger: sosActive
  1. 1
    Push·supervisor_oncallSMS·supervisor_oncall
    wait 60s for ack, else advance
  2. 2
    Voice call·supervisor_oncall
    wait 90s for ack, else advance
  3. 3
    ARC·reliance_protect
    fire and continue

Man-down — Immediate ARC

trigger: man_downActive
  1. 1
    Push·supervisor_oncallSMS·supervisor_oncallARC·reliance_protect
    fire and continue

No check-in — Welfare ladder

trigger: no_check_inActive
  1. 1
    Push·worker
    wait 120s for ack, else advance
  2. 2
    Voice call·worker
    wait 60s for ack, else advance
  3. 3
    SMS·supervisor_oncall
    wait 180s for ack, else advance