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Escalation policies

Escalation policies define who gets notified when an incident is declared, and what happens if nobody responds. They replace the "call whoever you can think of" approach with clear, automated rules.

How policies work

Each escalation policy has one or more tiers. When an incident is declared, the first tier is notified. If nobody acknowledges within the configured window, Haveri automatically notifies the next tier.

Creating a policy

In the Haveri dashboard, navigate to Settings → Escalation Policies. Each policy needs:

  • A name — e.g., "SEV-1 Critical" or "Night shift default"
  • Applicable severities — which severity levels trigger this policy
  • Tiers — the notification sequence

Example policy: SEV-2 Major

  • Tier 1: Notify the on-duty shift team. Wait 15 minutes.
  • Tier 2: Notify the area lead. Wait 15 minutes.
  • Tier 3: Notify the production manager.

Time-of-day rules

Policies can vary by time of day. A common pattern is to have a more aggressive escalation path during night shifts (when fewer people are available) and a broader notification during day shifts.

Area-specific policies

Different production areas can have different policies. A critical area (e.g., a high-speed packaging line) might escalate faster than a non-critical area (e.g., a storage facility).

Manual escalation

Any team member can manually escalate at any time by typing /haveri escalate in the incident channel. This immediately triggers the next tier, regardless of the timer.

Next steps