On-Call Schedules and Escalation

Why on-call

When more than one person shares responsibility, on-call makes sure the right person is paged and that an unacknowledged alert escalates to the next person instead of being missed. Set it up under Settings → On-call (/app/settings/on-call/).

1. Member contact numbers

Under Member contact numbers, add each teammate's mobile number in E.164 format (e.g. +15551234567) so they can be paged by SMS. Leave it blank for email-only. (Owner or admin role required to edit.)

2. On-call schedules

A schedule decides who is on call at any moment. Create one with New schedule, then add shifts either:

• Manually — pick a member, a start time, and an end time; or
• By weekly rotation — choose members in order, a start date, and a number of weeks, and Merlonix generates consecutive 7-day shifts cycling through them.

The On call right now card shows who is currently on shift.

3. Escalation policies

An escalation policy pages people in sequence until someone acknowledges. Create one with New policy, then add ordered steps; for each step set:

• Member to page,
• Delay in minutes after the alert fires, and
• Channel — email or SMS.

Example: step 1 pages Alice by email at 0 minutes; if no one acknowledges within 10 minutes, step 2 texts Bob; and so on. Toggle the policy active to put it to work. Acknowledging the alert stops the escalation.

SMS paging requires the member to have a phone number set and SMS to be enabled on your account, and respects the monthly SMS cap.