Escalatiematrix - meer mensen waarschuwen

Goal: Set up an escalation matrix that, after an incident stays open for a certain time, notifies additional people or a different channel.

When to use escalation

Typical scenario: your service goes down at night, the primary on-call does not respond within 15 minutes - the system should automatically alert the shift lead and after another hour the manager too. Escalation makes sure no outage stays unnoticed.

Step 1: Create an escalation policy

1. Go to Dashboard → Escalation (or URL /dashboard/escalation).
2. Enter a name (e.g. "Night on-call") and click + New policy.

Step 2: Add steps

A policy is a sequence of steps. Each step has:

• Delay (min) - after how many minutes from incident start the step fires. 0 = immediately.
• Channel - Email or Webhook (Slack, Discord, custom endpoint).
• Recipients - comma-separated e-mail addresses, or a webhook URL.
• Note - optional, what the recipient should do.

Step 3: Assign the policy to monitors

• Globally - "Set as default" applies it to all your monitors that don't have their own.
• Per-monitor - when creating/editing a monitor, pick a specific policy.

Acknowledging an incident (ACK)

Every escalation notification contains an ACK link. Clicking it:

• Stops further escalation steps.
• Records who and when acknowledged the incident.
• Suppresses repeat escalation messages for this incident.

The ACK link does not require login - it is signed with a unique token. When the monitor recovers (UP), escalation also stops automatically.

Webhook payload

For Slack / Discord / custom endpoints we send a JSON POST:

{
  "incident_id": 47,
  "monitor": "API server",
  "started_at": "2026-05-28T14:32:00Z",
  "step_order": 2,
  "ack_url": "https://epulz.io/incident/47/ack?token=..."
}

For Slack just use the incoming webhook URL. For Discord, ?wait=true is not required.

FAQ