All features On-Call & Escalation

Know who’s on call — and page the right person, fast

On-call rotations show who’s covering each client right now. Escalation ladders page the next tier automatically when no one acknowledges, and every alert is one tap from acknowledged or resolved.

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Who’s onright now

Autoescalation

One-tapack & resolve

on-call-escalation On

ONCLOn call nowREADY

LADREscalation ladderNEXT

PAGEPaged tier-2LATE

ACKDAcknowledgedDONE

What it does

Key capabilities

On-call rotations

Build weekly or custom rotations per client or per team. A live ‘who’s on now’ view means no one has to guess who owns the next alert.

Escalation ladders

Define the steps: notify the on-call tech, then after a set number of minutes escalate to the next tier, then to the lead — so an unacknowledged alert never stalls.

Acknowledge and resolve

One tap acknowledges an alert and halts escalation; another resolves it. The timeline records who responded and exactly when.

Paging that persists

Notify the on-call person, and keep escalating up the ladder until someone acknowledges — no alert left ringing into the void.

Escalation that doesn’t stall

Step, wait, escalate — automatically

An escalation policy is only useful if it fires on its own. Ladders advance on a timer, so coverage never depends on someone remembering to hand off.

Timed, tiered steps

Each ladder is a sequence of timed steps. If the current step isn’t acknowledged inside its window, the next tier is paged automatically.

Coverage without gaps

Overrides and swaps keep rotations honest when someone’s out, so there’s always a named person on call for every client.

Acknowledge stops the paging

Acknowledging halts further escalation immediately, so the next tier isn’t paged for an incident that’s already in hand.

Why it fits

Built for MSP on-call

Paging carries the right client context, pairs with the SLA clock, and attaches to the case it came from — not a bare notification.

Per-client rotations

Different clients, different coverage. Rotations and ladders are scoped per tenant, so every page carries the right context with it.

Pairs with SLA Tracking

On-call decides who gets paged and when to escalate; SLA Tracking runs the fix-by clock. Together they make sure the right person acts before the deadline.

One record of who responded

Every acknowledge, escalate and resolve is timestamped, giving you a clean answer to ‘who had it, and when’ after the fact.

Paging attached to the case

A page links to the finding or case that triggered it, so responders open straight into context instead of chasing down what the alert was about.

Part of one platform

The right person, paged at the right time

On-Call & Escalation is one piece of SBCMSP’s unified loop — findings are prioritized, routed to whoever’s on call, escalated if they stall, and tracked to resolution alongside the SLA clock.

KEV / EPSS-ranked severity
On-call rotations per client
Step-based escalation ladders
White-label client reporting

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+27 pts

projected after top fixes

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