Escalations and Schedules on Zenduty
Each service in Zenduty is mapped to an escalation policy. Escalation policies dictate how an incident created within a service escalates within your team.
Schedules on Zenduty enables your teams to ensure that dedicated support team members are available to resolve any issues as they arise. On-Call Scheduling provides the ability to set up on-call schedules, rotations, and escalation policies to ensure that 24x7 support coverage is provided based on business needs. On-call scheduling also helps you to determine who is the current primary contact for a task, and to escalate notifications for a group.
Esclation policies can comprise of both on-calll schedules and individual users. For example you can have an escalation policy E
where the first person to be notified is whoever is on call in schedule S1
. If the on-call for S1
does not respond to the incident(by acknowledging the incident) within 5 minutes, the escalation policy can escalate it to the backup schedule S2
. If the person(s) in S2
don’t acknowledge the incident within 10 minutes, then you can escalate it to the engineering manager. And so on.