When alerts go unacknowledged, critical issues can escalate silently. Escalation policies in Application Real-Time Monitoring Service (ARMS) solve this by automatically notifying designated contacts when alerts remain unclaimed or unresolved beyond a time threshold you define. Each policy contains one or more escalation rules that form a tiered notification chain -- for example, notify the on-call engineer after 10 minutes, then escalate to the team lead after 30 minutes.
Prerequisites
Before you begin, make sure you have:
A notification object such as a contact, contact group, shift, instant messaging (IM) application, or webhook
Create an escalation policy
Log on to the ARMS console.
In the left-side navigation pane, choose Alert Management > Escalation Policies.
On the Escalation Policy page, click Create Escalation Policy.
Enter a name for the policy in the top field. Use a descriptive name that identifies the team or service, such as
Payment-Service-EscalationorDatabase-Critical-Oncall.Configure an escalation rule by specifying the trigger condition and notification targets. An escalation rule defines when and how alerts escalate. Set the following parameters:
NoteTo add another escalation rule, click +Add Rule. Multiple rules create a tiered escalation chain. For example, the first rule notifies the on-call engineer after 10 minutes, and a second rule escalates to the team lead after 30 minutes if the alert is still unresolved.
Parameter Description Notification Objects The targets that receive escalated alert notifications. You can select one or more of the following types. For details on creating notification objects, see Notification objects. Notification Period The time window during which the system repeatedly sends notifications while the escalation condition is met. Number of Repetitions How many times the system sends notifications. The system stops sending notifications when the alert no longer meets the escalation condition. The minimum is one notification -- if you set this to 0, the system still sends one notification. Notification object types
Type Notification method When to use Contact Phone call, text message, or email A specific individual must always be notified Contact group Phone call, text message, or email An entire team needs to be notified at once Shift Phone call, text message, or email The person currently on call should be notified Instant messaging (IM) applications DingTalk, Lark, or WeCom Notifications should go to a team chat channel Webhook HTTP endpoint Notifications should be sent to an external system Click Save.
Manage escalation policies
On the Escalation Policy page, you can edit, copy, or delete existing policies:
Click the
icon next to a policy and select Edit, Copy, or Delete.Click a policy name to open the details panel. In the upper-right corner, use the icons to edit, refresh, copy, or delete the policy.