Overview

An escalation policy decides who's notified when an incident is triggered, and what happens next if nobody responds. A policy is a standalone, reusable object — it isn't tied to one service. Instead, each service maps its severity levels to a policy (or to no escalation at all); see Escalation by Severity. The same policy can back any number of severity levels, on any number of services.

Levels

A policy is made up of one or more levels. Each level notifies its one target, then waits a set number of minutes before moving to the next level if nobody acknowledges.

Level	Target	Escalate after
1	On-call schedule or rotation policy	5 minutes
2	A specific person, as a safety net	15 minutes

For example, an IMF Escalation Protocol policy might notify the IMF Field Team schedule first, then escalate to Ethan Hunt directly if nobody acknowledges within 5 minutes.

Escalation stops the moment someone acknowledges

Once anyone acknowledges the incident, Oppex cancels the remaining escalation — later levels never fire.

See Create a Policy for the full field-by-field walkthrough.

FAQ

Can the same escalation policy be used by more than one service?

Yes. A policy is created independently and referenced by as many services and severity levels as you want.

Who can create or edit an escalation policy?

Anyone except Responder. Responders can view policies but the create and edit controls are hidden for them.