Paging the right person at 3am: our escalation policy
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Sharing the escalation policy that finally stopped us waking the whole team:
- Tier 1: the on-call engineer, paged straight away.
- Tier 2: a secondary after 10 minutes without an acknowledgement.
- Tier 3: the team lead after 25 minutes.
Alerts only page if they have a runbook attached. Everything else goes to a channel for the morning.
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