*Version: 1.0 | Last Updated: 29-08-2024* ## Overview - **Feature Name:** Escalation - **Audience:** End-users - **Prerequisites:** No prerequisites required --- ## Table of Contents 1. [[#Introduction]] 2. [[#Usage Instructions]] 3. [[#Best Practices]] 4. [[#FAQs]] 5. [[#Related Links]] --- ## Introduction - **What is this feature?** The Escalation feature is a critical component in the [[02.01 Alert Handling]] process. It ensures that important events receive the necessary attention and prompt action. There are two types of escalations: a message, and a phone call - **Why is it useful?** The Escalation feature is essential for maintaining the efficiency and reliability of event management. Here are some key reasons why it is valuable: 1. **Improved Response Time:** the feature ensures that the right people are notified promptly. This leads to faster response times, reducing the potential impact of the event. 2. **Risk Mitigation**: Escalations ensure that no critical event is overlooked. By promptly alerting the customer, the feature helps in preventing minor issues from escalating into major incidents. 3. **Accountability and Transparency:** The Escalation feature tracks who has been notified and how they were contacted. This ensures accountability in the event-handling process and provides a clear audit trail for future reference. 4. **Customization and Flexibility:** The ability to choose between message and phone call escalations allows for flexibility in how notifications are handled, depending on the nature and urgency of the event. --- ## Usage Instructions **The Escalation feature operates based on specific customer requests and the severity of the events. Each event is governed by its own escalation policies, which dictate the appropriate actions based on the event's severity.** - **Lower Severity Events:** For events classified as low severity, the standard procedure usually involves sending a message to the customer. In these cases, acknowledgment from the customer is not required, as the situation is typically under control. - **Higher Severity Events:** As the severity of the event increases, so do the required actions. Upon receiving a high-severity event, the immediate step is to notify the customer. If there is no response from the on-call individual within the agreed Service Level Agreement (SLA) of 5 minutes, a phone call must be made to ensure prompt attention to the situation. - **Common Scenarios:** A common scenario is when we receive many low-severity alerts. In this case, instead of handling each alert as low severity, it evolves to higher severity handling, in which we move from sending only a message, for example, to sending phone calls with the requirement of acknowledgment. As long as we don't receive an ack, we configure the feature to keep recalling. --- ## Best Practices - **Recommendations:** 1. A Readable, summarized with the focus on the important details is a must 2. Recognize patterns. Receiving many alerts close to the threshold that evolves from low severity to high severity may be worth considering moving to high severity according to the general behavior of the tenant, **even before reaching the threshold** - **Avoiding Common Pitfalls:** 1. The **comment** section is not delivered to the focal point. Make sure not to put the message there 2. Snooze time and acknowledge time is two different things. --- ## FAQs - **Q:** Can we identify the status of the report? **A:** In case of calls, yes. - **No-response**: The focal point didn't answer - **Completed**: The focal point answered but didn't necessarily acknowledge the report - **Q:** Can not send the report to the number entered **A:** We can not report to a phone number. It can be done only to contact which is registered in the system's contacts or tenant's focal points - **Q:** I can not proceed with the report and I get an error **A:** One of the causes it may be because the alert has already recovered. Try to close the report window and check the alert status --- ## Related Links - **Internal Links:** [[02.01 Alert Handling]], [[02.03 Event Screen]] #usermanual #alerthandling #escalation