You could also ask your responders to add more Personal Notification Preference rules - it’s possible (and a horrifying thought) that they have left these set to the defaults of “everything immediately” which always prompts our new responders to jump in fear and throw their phones in the bin.
I’ve always encouraged our Incident Responders to use all of the available methods in an escalating order to improve their chances of responding, and reduce the daytime frustration of receiving Incidents. I also don’t recommend they extend it past the expected response time, as it will escalate to the next level at this time anyway.
My recommendation looks like this:
- Immediate: push notification
- 2 minutes: push notification
- 4 minutes sms
- 6 minutes sms
- 8 minutes phone
- 9 minutes phone
I don’t have an entry for 10 minutes because that’s our secondary escalation point. If you haven’t responded in 10 minutes we assume you’re unable to respond and move on to the secondary on-call. If that Escalation Policy has no secondary schedule, then we restart it as you’ve suggested.
Hope that help,