Incident response
Routing and maintenance
Routing controls decide who gets alerted for service incidents, while maintenance windows suppress expected alert noise during planned work.
Escalation policies
- Name policies after ownership or severity, such as Critical service routing.
- Scope policies to a service, team, severity, or fallback org-wide route.
- Choose a primary alert channel for initial notification.
- Choose a secondary alert channel and escalation delay when unattended incidents should escalate.
- Use severity to keep low-risk incidents away from high-urgency channels.
On-call schedules
- Create schedules for teams or organization-wide responder groups.
- Set timezone, rotation start time, handoff hour, and rotation length.
- Add responders in ordered rotation positions.
- Use temporary overrides for vacation coverage, event staffing, or incident bridge ownership.
- Schedule, member, and override changes are audit logged.
Maintenance windows
- Create a window before planned infrastructure or application work.
- Scope windows to a service, monitor, or the organization.
- Set start and end times carefully so suppression does not outlive the planned work.
- Use the reason field to explain the change for responders reviewing history.
Governance
- Creating and deleting policies or maintenance windows requires owner or admin access.
- Routing, maintenance, and on-call mutations require routing management permission.
- Routing and maintenance mutations are audit logged.
- Maintenance windows are part of the operational record for incident review.