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It doesn't matter very much how awesome your device is. You need at least a second person who would also get the alert as a backup (assuming this is a critical
by tt 16y ago
It doesn't matter very much how awesome your device is. You need at least a second person who would also get the alert as a backup (assuming this is a critical system that you really care about, otherwise you wouldn't want to be on-call for it in the first place).
As the primary responder, your responsibility is to acknowledge any alert within a minute or so. Otherwise, the backup person would have to jump in.
To ensure "accountability," you may have a manager who would be a third backup and can escalate up from there.
- semicolon 16y agoYes, a good escalation policy would have a primary responder, a backup or secondary, and then one or managers, going up the hierarchy. PagerDuty supports that and my next post will be on that topic. Having a good device is important too though; if you sleep through or miss an alert, it may take another 10-20 minutes or so (depending on the escalation policy) before the alert escalates to the next person. This slack time could be pretty important depending on the severity of the problem.