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Escalation Contacts
Contact Matrix by Severity
| Severity |
Primary Contact |
Secondary Contact |
Management |
Communication |
| SEV1 |
On-call engineer (PagerDuty) |
Backend lead + Frontend lead |
Engineering Manager + VP Eng |
Status page + #incidents |
| SEV2 |
On-call engineer (PagerDuty) |
Relevant team lead |
Engineering Manager |
#incidents |
| SEV3 |
On-call engineer (Slack) |
Relevant team lead |
Not required |
#incidents-low |
| SEV4 |
Team responsible for service |
Not required |
Not required |
Ticket only |
On-Call Rotation
| Week |
Primary |
Secondary |
| Odd weeks |
Engineer A |
Engineer B |
| Even weeks |
Engineer C |
Engineer D |
On-call schedule: Managed in PagerDuty
Rotation cadence: Weekly, handoff on Monday 09:00 UTC
Override requests: Post in #on-call-swap channel
Service Ownership
| Service / Component |
Team |
Primary Contact |
Slack Channel |
| Backend API (FastAPI) |
Backend Team |
Backend Tech Lead |
#team-backend |
| Frontend (React) |
Frontend Team |
Frontend Tech Lead |
#team-frontend |
| Database (PostgreSQL) |
Platform Team |
DBA Lead |
#team-platform |
| Redis / Caching |
Platform Team |
Platform Engineer |
#team-platform |
| CI/CD Pipeline |
Platform Team |
DevOps Lead |
#team-platform |
| Authentication |
Backend Team |
Auth Module Owner |
#team-backend |
| Infrastructure / Cloud |
Platform Team |
Infrastructure Lead |
#team-platform |
| Third-party integrations |
Backend Team |
Integration Lead |
#team-backend |
Escalation Paths
Technical Escalation
On-call Engineer
|
v
Team Lead (for affected service)
|
v
Engineering Manager
|
v
VP of Engineering (SEV1 only, if not resolved within 30 minutes)
Data / Security Incidents
On-call Engineer
|
v
Security Lead
|
v
CTO + Legal (if data breach confirmed)
Third-Party / Vendor Issues
On-call Engineer
|
v
Integration Lead
|
v
Vendor support (using premium support channel)
Communication Channels
| Channel |
Purpose |
Who Posts |
#incidents |
Active SEV1/SEV2 incident coordination |
Incident commander, responders |
#incidents-low |
SEV3/SEV4 tracking |
On-call engineer |
#engineering |
Post-incident summaries |
Incident commander |
#status-updates |
External-facing status updates |
Incident commander |
| PagerDuty |
Automated alerting and paging |
Monitoring system |
Contact Information
Replace placeholders with actual team contacts.
| Role |
Name |
Slack |
PagerDuty |
Phone (emergency) |
| On-call (primary) |
See rotation |
Via PagerDuty |
Auto-paged |
Via PagerDuty |
| On-call (secondary) |
See rotation |
Via PagerDuty |
Auto-paged |
Via PagerDuty |
| Backend Tech Lead |
TBD |
@backend-lead |
@backend-lead |
TBD |
| Frontend Tech Lead |
TBD |
@frontend-lead |
@frontend-lead |
TBD |
| DBA Lead |
TBD |
@dba-lead |
@dba-lead |
TBD |
| DevOps Lead |
TBD |
@devops-lead |
@devops-lead |
TBD |
| Engineering Manager |
TBD |
@eng-manager |
@eng-manager |
TBD |
| VP of Engineering |
TBD |
@vp-eng |
@vp-eng |
TBD |
When to Page vs. When to Slack
| Signal |
Action |
Channel |
| Service completely down |
Page immediately |
PagerDuty |
| Error rate > 5% |
Page immediately |
PagerDuty |
| Error rate 1-5% |
Slack notification |
#incidents |
| Performance degradation > 2x |
Page if sustained > 5 min |
PagerDuty |
| Single user report |
Investigate, no page |
#incidents-low |
| Multiple user reports |
Evaluate severity, likely page |
PagerDuty or #incidents |
| Scheduled maintenance issue |
Slack notification |
#incidents-low |
