On-call and escalation make sure overdue work reaches a real person — even after hours. It's the two-tier on-call and pre-breach escalation ICP runs for you.
On-call schedule
Set up two-tier coverage with shifts:
- Each shift assigns a technician a Primary or Secondary role over a time window
- The board surfaces the current primary and secondary on-call at any moment
If you don't staff nights and weekends yourself, intSignal also offers 24/7 managed network operations as a fully managed or co-managed service.
Automatic escalation
ICP watches for tickets that are overdue and unacknowledged and escalates them automatically on a regular interval (you can also run escalation on demand).
- Escalation is two-tier: primary first, then secondary
- Escalation is driven by SLA status — a ticket is due to escalate when an unmet target is at-risk or breached
- Escalating produces
ticket.escalatedandticket.re-escalatednotifications and webhook events - Escalated tickets are flagged and filterable in the ticket list
Tip
Because escalation names the current on-call person, an overdue ticket doesn't just sit in a queue — it reaches whoever is actually covering right now.