The idea behind an escalation matrix is simple: the situation requires greater authority to resolve. Authority can take many forms, including experience with a particular toolset or simply the proper permissions to flip the right switches. Therefore, escalation must involve putting the proper information into the right person’s hands (well, device).
Uptime.com includes several advanced check options to provide the flexibility organizations need in creating a response plan to downtime. Maintenance and planned downtime for patches and updates don’t typically create severe downtime events. With escalations, teams have an automated alert system that contacts designated senior-level personnel with relevant technical data.
Let’s set the scene – an IT professional just received a critical alert, notifying him of an urgent matter. Unfortunately, due to a distracting social event, this professional is completely unaware of the notification. Even worse, he receives incident alerts via email, a communication method which doesn’t have the ability to forward the alert to another person if he doesn’t respond within a short time frame. Maybe he should stop attending social events.
Today, we are excited to announce PagerTree now officially supports Live Call Routing! With Live Call Routing you can route incoming phone calls to the right person using your existing on-call schedules and escalation policies.
During last week’s PagerDuty Summit in San Francisco, SignalFx was named PagerDuty’s Innovation Partner of the Year for work on seamlessly integrating problem detection with incident management. Last year’s winner was Amazon Web Services (AWS). Our integration with PagerDuty allows organizations to instantly route intelligent alerts to teams, automatically open incidents, and trigger escalation policies based on incident severity.
Organizations are drowning in alerts, incidents, and chaos that prevent them from doing their jobs and serving their customers. Notably, for businesses who operate always-on services, an outage or downtime can be devastating to their bottom line, not to mention a poor experience for their customers and users.
