What we have:
Embargoed alerts fire during “business hours” for Eastern time zone (UTC -5), meaning 7am -> 11pm . They ring L1, then L2 (both on weekly rotation), then the rest of the team
Alerts 11pm-7am ET will wait until the next 7am ET to fire
For me, on Pacific time, that means low-priority alerts will fire at 4am - 8pm PT, and I will get woken up for them. This is not ideal
What we want:
Embargo’d alerts fire & escalate for L1, L2, and the rest of the team, but everyone who is not in business hours (7am - 11pm in their individual time zone ) is filtered out of the list.
When an alert comes in, check if L1 is in business hours (in L1’s time zone). If so, alert L1
If L1 is not in business hours, but L2 is in business hours (for L2’s time zone), alert L2
If neither L1 nor L2 is in business hours, but someone on the team is (in their individual time zones), alert them
If alert is not acked after 30min, escalate to next person who is in business hours (for their individual time zone)
If no one is in business hours, hold the alert until the next time L1 or L2 is in business hours (for their respective time zone) and then alert
Is there any way to do this? We’ve done a ton of tinkering with services, schedules & escalation policies, but I can’t figure out a way to manage this. Thanks!