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Out of hours escalation

How to add or update the out of hours escalation contacts in the Safepoint Web Portal

James Rogers avatar
Written by James Rogers
Updated over a week ago

Note: Only Company Owners, Admins and Team Admins can add or update the escalation contacts for a team.

Out-of-hours escalation allows you to route alerts to different contacts based on the time of day. This ensures someone is always available to respond, even when your escalation contacts are unavailable.

This feature has two parts: a schedule that defines when your escalation contacts are available, and a separate contact list for out-of-hours periods. Both can be configured on a team-by-team basis.
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Note: You must have escalation contacts configured before setting up out-of-hours escalation. See Escalation Contacts for instructions on adding your main contact list.


Setting up a schedule

The schedule determines when your escalation contacts are available. Outside of these times, alerts will go to your out-of-hours contacts.

Web Portal

  1. Click 'Settings' in the left hand side bar

  2. Click 'Teams'

  3. Find the team and select it
    ​Note: See this article if you need help searching for the team

  4. Under the 'Escalation Contacts Schedule' section, click "Edit"

  5. Toggle "Enable Schedule" to turn on time-based routing

  6. For each day, tick the checkbox to mark your escalation contacts as available

  7. Set the start and end times for each day
    ​Note: Unticked days will show as "Unavailable", meaning out-of-hours contacts will be used for the entire day

  8. Click "Save" once finished, or "Cancel" to revert the changes

Adding out-of-hours contacts

These contacts will be used when alerts are triggered outside the times defined in your schedule.

Web Portal

  1. On the same settings page, under the 'Out of Hours Escalation' section, click "Edit"

  2. Toggle "Enable Out of Hours Escalation" to turn on the feature

  3. Click "Add contact" to add a contact

  4. Fill in the name, role and phone number fields

  5. Click "Add another" if you want to add more contacts
    ​Note: You can remove by clicking "Remove" next to the contact, or reorder them by clicking and holding the handle on the right and dragging the contact to it's new position

  6. Tap "Save" once finished, or "Cancel" to revert the changes

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