When setting up a Team, you will need to create an Escalation Policy to notify the right people when your Lone Workers set off Alerts.

This guide will help you to set up an Escalation Policy according to the needs of your company.

Escalation Policies are only available on the Team level, not the Organisation level. To get to them, you must go to Organisation > Teams > select Team > Escalation Policies.

Once in your Team's Escalation Policy, select Create an Escalation Policy on the top right-hand corner of the page.

In this section, you will need to name your Policy. You will have the option to write a description of the policy.

NOTE: This is useful if you plan to have multiple policies active in the Team.

You will also have the option to set this Policy live right away, or to leave it inactive for the time being. If you want to put it live, toggle the bar next to Active.

In the next section, you will select the Events that will trigger the policy. You can find out more about the kinds of Events here.

Each policy can only have one Event category. You cannot have a Red Event in the same policy if you select a Green Event. Likewise, it is only possible for an Event to be present in one active Escalation Policy at any given time.

Select this button to open the first level of response. This will allow you to add up to 10 Responders who will be notified immediately after an Event is triggered.

All Responders added at this point will be notified at the same time, immediately after the event is triggered.

Once you have done this, you can choose how your Responders will be notified. You will have the options of SMS, Email, Phone, or a combination of all three. This can be personalised for each Responder or set the same for all.

If a User is inactive and you place them within the escalation policy, you will not be able to activate the policy until the User(s) activates their account. You will receive the following error message 'Cannot Activate Escalation Policy with Team Responders in an Invited State'.

Once you have the Responders who you want to be notified immediately, you can choose to add other Responders to be notified if the first set did not resolve the Alert in time.

To do this, select New Escalation Rule.

You can choose the time in minutes that should pass after the initial Alert is triggered before the second level is activated. This must be at least one minute after the previous level. You can add up to nine levels of Escalation to a single Policy.

NOTE: If the event is resolved before this level is triggered, it will not be activated.

Once you have configured all of your levels, you can choose to repeat the Policy if the Alarm is still open. You can set how many times the Policy will be repeated, and after how many minutes it will repeat.

The Escalation Policy will continue to Escalate until either the Alarm has been resolved or the Policy has completed all levels and repetitions.

Find what an Escalation Policy is and how to edit an Escalation Policy.