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Alert escalation levels

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What are escalation levels?

At Uptrends, we’ve built our alerting system with teams in mind. With customizable escalation levels that help you make sure that the right people are alerted about a potential issue, at the right time.

An escalation level contains a series of parameters for alert generation, number of reminders, notification method, and who will receive it. They can be configured in an alert definition.

You can configure up to three escalation levels, and generate alerts based on your own rules:

  • Select which operators or operator groups get the alert
  • Generating an alert when errors occur for a specific period of time or when a specific number of errors have occurred
  • Set rules for sending only a certain number of alerts within a time period
  • Set alert methods
  • Add a custom message (for Slack, PagerDuty, and email notifications only)
  • Include a traceroute log in emails
  • Add an extra email address to alert additional people

How to set up an alert escalation

Within each alert definition, you have one to three escalation levels. To set up your escalations, open your alert definitions and select an alert definition to modify. Or search for a specific definition in the Uptrends menu search bar.

  1. Click to select an alert definition or click the Add Alert Definition button to create a new definition.
  2. Select the Escalation Level 1 tab.
  3. Select the Active check box if not already selected.
  4. Set the rules for the Escalation.
  5. Select the frequency of the reminders. Learn more in the KB article Alert reminders.
  6. Choose one or more Alerting by integrations options. Predefined are Alerting by E-mail, SMS (SMS/Text uses message credits) or Phone. You can add a custom message (optional and only applies to some integrations).
  7. If you have configured a Custom integration you can check it here. Visit the knowledge base Integrations for more information on integrations.
  8. Select the Traceroute check box to receive a traceroute log within the emails.
  9. Use the Groups and operators section to select the operators for the escalation (remember alerts go out only if the designated operator is active and on-duty). Active is the main setting for an operator and on-duty is derived from the operator’s off-duty schedule.
  10. Set up escalation levels 2 and 3 if your organization’s escalation path calls for it.
  11. Click the Save button when you are finished configuring your levels.

Alerting by integrations

The knowledge base article about Integrations tells you more about the different types of integrations, which include, phone (uses message credits) and integrations like PagerDuty, Microsoft Teams, Slack, and StatusHub).

Testing alert configurations

Once you have set up your escalation levels and added the integrations you want to use, you can test if messages are sent succesfully. Check out the KB article Testing alert messages for the methods available for different integrations.

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