Escalation Policy Design
Define who gets paged and when.
Added October 15, 2026. Written with AI assistance and checked for clarity and placeholders; not reviewed by a lawyer, accountant, clinician or other professional. How these prompts are made
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Design an escalation policy. Teams and services: [TEAMS_SERVICES]. Working hours and time zones: [HOURS_TIMEZONES]. Current paging problems: [PAGING_PROBLEMS]. Specify tiers (primary, secondary, manager, specialist) with response time targets by severity, rules for acknowledgement timeouts, follow-the-sun options if relevant, and how to handle holidays and sickness. Include fairness measures for on-call: maximum consecutive nights, compensation or time off to be agreed with management, and a rule for after-incident rest. Provide a table of services with owners and backups. Add a quarterly review of page volume and its impact on the team, and a template for a request to change the policy. Add examples of an escalation chain for three different services showing the targets in minutes, and a section on testing the policy by sending a test page at different times. Include guidance on keeping contact details current, a rule for who updates the schedule when someone swaps shifts, and how to measure whether the policy meets its goals.
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