Acknowledge and escalate,
so the team sees who is on it.
Press Acknowledge on the incident page, use the link in the alert e-mail or the button in Slack, Teams, Telegram, Google Chat or ntfy, and the team sees that someone is on it. From Team, an incident nobody acknowledged within 5 to 120 minutes tells a second channel, once.
- Acknowledge on every plan
- Escalation from Team
- 5 to 120 minutes
- Down: shop.alder.example, two regions agree. Alert sent.
- No acknowledgement in 15 minutes: the on-call channel is told, once.
- Acknowledged from the link in the alert.
How it works
Someone takes it, or the next person hears about it.
An alert arrives
With a link or a button to acknowledge it, in the e-mail and in the chat tools that support one.
Someone acknowledges
In the app, by the link in the alert or through the API. The link asks for one click first, so a mail scanner that opens links acknowledges nothing.
Or it escalates
From Team, an incident nobody acknowledged in the minutes you set tells a second channel, once: never during maintenance and never once it is acknowledged or resolved.
What you get
One click from the alert
The link in an alert works without signing in, for that incident only.
Acknowledge from chat
Incident alerts in Slack, Teams, Telegram, Google Chat and ntfy carry the button.
A second channel, once
A colleague’s address, an on-call channel or PagerDuty hears about it once, not every minute.
Clients cannot acknowledge for you
A channel that carries one client’s alerts gets the acknowledge link only if you allow it.
Which plans include it
Acknowledging is on every plan; escalation comes with Team and up.
- FreeIncludedAcknowledge
- SoloIncludedAcknowledge
- TeamIncludedAcknowledge and escalate
- AgencyIncludedAcknowledge and escalate
- Agency PlusIncludedAcknowledge and escalate
Questions about acknowledging and escalating
Who can acknowledge an incident?
Anyone who may change checks, in the app; a viewer cannot. The link in an alert works without signing in, for that incident only.
Does acknowledging close the incident?
No. It tells the team someone is on it; the incident still closes when the site recovers.
When does escalation not happen?
Never during planned maintenance, and never once the incident is acknowledged or resolved. It tells the second channel once.
Which plans can escalate?
Escalation comes with Team, Agency and Agency Plus. Acknowledging works on every plan.
Make sure someone takes it.
Add your sites: checking starts as soon as you do.
No card for the Free plan.