Hey ​@LP25 

I hope you are doing well 

Could you please provide me with a bit more information?

1. How are you currently acknowledging the incident?
2. Is this page happening at the same time as the email lands or after the set time in the escalation policy?

Looking forward for more information and to figuring this out together

Hi ​@LP25, how are you doing today?

PagerDuty should automatically stop escalating to the next level once an incident is acknowledged. If your L2 team is still getting paged after L1 acknowledges, here are a few things you can check:

• Make sure L1 is acknowledging the incident using a supported method (like clicking the “Acknowledge” button in the email or using the PagerDuty app).
• Double-check the escalation delay between L1 and L2—if L1 doesn’t acknowledge before the timer runs out, it’ll escalate to L2.
• You can review the incident timeline in PagerDuty to see exactly when the acknowledgment happened versus when the escalation occurred.

If everything looks correct and it’s still happening, it might be worth reaching out to PagerDuty support or sharing more details here as asked above (like how L1 is acknowledging and what your escalation policy looks like).

Here’s a helpful doc on escalation policies that can help you troubleshoot: PagerDuty Escalation Policies Guide.

Please let me know if this works for you, and have a nice day!

Hello ​@lupimiguel, ​@danieljcafonso, thanks for the answers. I hope you are doing well! The incident opened in India around 2:06pm and L1 ackwoledged at 2:08pm (via email) and still escalated after 15 minutes and L2 (via phone) needed to acknowledge onshore at 2:24pm. Thanks!

Hey ​@LP25, thanks for the extra details!

If L1 acknowledged the incident at 2:08pm and it still escalated to L2 after 15 minutes, it’s possible that PagerDuty didn’t register the acknowledgment properly. Here are a few things you can check:

• Make sure L1 is using a supported method to acknowledge (like clicking the “Acknowledge” button in the email or using the PagerDuty app). Simply replying to the email may not always work unless it’s set up for email-based actions.
• Check the incident timeline in PagerDuty to confirm if the acknowledgment was logged before the escalation to L2. If it wasn’t, that’s likely why the escalation happened.
• Review your escalation policy to make sure there aren’t any custom rules or overrides that could cause this behavior.

If everything looks correct and it’s still happening, I’d recommend reaching out to PagerDuty support with the incident details so they can help investigate further.

Please let me know if you’re able to figure it out, and have a nice day!