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Example 5: Primary and Backup Rotation

Schedule Requirements

Purpose: Assign a primary On-Call with a backup for escalations.

Schedule:

  • Monday to Sunday:
  • Primary On-Call:
  • Rotates daily or weekly among team members.
  • Each member handles a full 24-hour shift starting at 8am local time.
  • Backup On-Call:
  • Rotates weekly among all team members.
  • Handles escalations if the primary is unavailable.
  • Weekends:
  • A single person covers the weekend: Saturday 8am to Monday 8am with a designated backup.

Schedule Configuration

Primary On-Call Schedule
  • Layer 1
  • Choose the appropriate start date based on the day you want to begin this layer.
  • Start Time: 08:00 GMT
  • Shift Type: Week
  • Select weeks: Monday to Friday
  • Add User: All team members, except those in the Weekend team.
  • On-Call Rotation: Daily
  • Select Time based on-call option
  • Start Time: 08:00 GMT
  • End Time: 23:59 GMT

Eg5_Primary_Layer1

  • Layer 2
  • Choose the appropriate start date based on the day you want to begin this layer.
  • Start Time: 00:00 GMT
  • Shift Type: Week
  • Select weeks: Tuesday to Saturday
  • Add User: All team members, except those in the Weekend team.
  • On-Call Rotation: Daily
  • Select Time based on-call option
  • Start Time: 00:00 GMT
  • End Time: 08:00 GMT

Eg5_Primary_Layer2

  • Layer 3
  • Choose the appropriate start date based on the day you want to begin this layer.
  • Start Time: 08:00 GMT
  • Shift Type: Week
  • Select weeks: Saturday
  • Add User: Add Weekend team.
  • On-Call Rotation: Weekly
  • Select Time based on-call option
  • Start Time: 08:00 GMT
  • End Time: 23:59 GMT

Eg5_Primary_Layer3

  • Layer 4
  • Choose the appropriate start date based on the day you want to begin this layer.
  • Start Time: 00:00 GMT
  • Shift Type: Week
  • Select weeks: Sunday
  • Add User: Add Weekend team.
  • On-Call Rotation: Weekly
  • Select Time based on-call option
  • Start Time: 00:00 GMT
  • End Time: 23:59 GMT

Eg5_Primary_Layer4

  • Layer 5
  • Choose the appropriate start date based on the day you want to begin this layer.
  • Start Time: 00:00 GMT
  • Shift Type: Week
  • Select weeks: Monday
  • Add User: Add Weekend team.
  • On-Call Rotation: Weekly
  • Select Time based on-call option
  • Start Time: 00:00 GMT
  • End Time: 08:00 GMT

Eg5_Primary_Layer5


Primary On-Call Final Schedule

Eg5_Primary_Final

Backup On-Call Schedule
  • Layer 1
  • Choose the appropriate start date based on the day you want to begin this layer.
  • Start Time: 08:00 GMT
  • Shift Type: Week
  • Select weeks: Monday to Friday
  • Add User: All team members, except those in the Weekend team.
  • On-Call Rotation: Weekly
  • Select Time based on-call option
  • Start Time: 08:00 GMT
  • End Time: 23:59 GMT

Eg5_Backup_Layer1

  • Layer 2
  • Choose the appropriate start date based on the day you want to begin this layer.
  • Start Time: 00:00 GMT
  • Shift Type: Week
  • Select weeks: Tuesday to Saturday
  • Add User: All team members, except those in the Weekend team.
  • On-Call Rotation: Weekly
  • Select Time based on-call option
  • Start Time: 00:00 GMT
  • End Time: 08:00 GMT

Eg5_Backup_Layer2

  • Layer 3
  • Choose the appropriate start date based on the day you want to begin this layer.
  • Start Time: 08:00 GMT
  • Shift Type: Week
  • Select weeks: Saturday
  • Add User: Add Weekend team.
  • On-Call Rotation: Weekly
  • Select Time based on-call option
  • Start Time: 08:00 GMT
  • End Time: 23:59 GMT

Eg5_Backup_Layer3

  • Layer 4
  • Choose the appropriate start date based on the day you want to begin this layer.
  • Start Time: 00:00 GMT
  • Shift Type: Week
  • Select weeks: Sunday
  • Add User: Add Weekend team.
  • On-Call Rotation: Weekly
  • Select Time based on-call option
  • Start Time: 00:00 GMT
  • End Time: 23:59 GMT

Eg5_Backup_Layer4

  • Layer 5
  • Choose the appropriate start date based on the day you want to begin this layer.
  • Start Time: 00:00 GMT
  • Shift Type: Week
  • Select weeks: Monday
  • Add User: Add Weekend team.
  • On-Call Rotation: Weekly
  • Select Time based on-call option
  • Start Time: 00:00 GMT
  • End Time: 08:00 GMT

Eg5_Backup_Layer5


Backup On-Call Final Schedule

Eg5_Backup_Final

Create Escalation Policy

  • Navigate to the Callgoose Dashboard and click on Escalation.
  • Click on New Escalation Policy.
  • Provide a suitable name and description for the policy.
  • For Level 1, add the primary rotation schedule.
  • Set the time interval between escalation levels.
  • For Level 2, add the backup rotation schedule.
  • If required, enable repeat escalation to ensure notifications are re-sent.
  • Click Save.

Eg5_Escalation

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