Escalate alerts within a shift

The shift timeline enables you to space out notifications to shift members by enabling time for some members to respond to an alert before the remaining members are notified. This is accomplished by adding escalation delays to the timeline.

xMatters notifies shift members in the order they appear in the timeline. When xMatters encounters an escalation delay, it pauses notification delivery until the delay has elapsed. After this time has passed, xMatters then continues to send notification to the remaining members only if their participation is still required.

When xMatters encounters an inactive user, or a temporary absence without a defined replacement, it ignores the member and immediately notifies the next member in the escalation. If the escalation includes a delay after the inactive user or temporary absence, xMatters ignores the delay and immediately notifies the next scheduled member.

If no one acknowledges the notifications during the initial escalation timeline, groups admins also have the option to repeat escalations after a specified amount of time.

Escalations work in conjunction with rotations, which allow you to periodically rotate the members of the timeline. Depending on your license, you may not have access to advanced on-call group functionality such as rotations and escalations.


In the following example, notifications sent to this shift are delivered immediately to both Malid Wright and Laqueta Lewis. If neither of these members handle the alert within 10 minutes, xMatters notifies the next two members, Angelique Simon and Demarco Washington. If nobody has handled the response within 50 more minutes (60 minutes total), xMatters notifies their manager, Vivan Chowhurdy. You can see that this shift rotates every week on Saturday. However Vivan (the manager) is not in rotation and always remains at the end of the escalation timeline.

About escalations

The following topics provide more detail about escalation delays and types and some of the limitations of using escalations.

Adjusting the shift timeline

You can add, remove, and reorder the members and escalation delays in the timeline.