The 5-Minute Rule That Kills Paging Burnout
Every escalation tree fails the same way: nobody defined when to escalate. People hover on level 1 for 40 minutes, then skip straight to waking the CTO.
The rule
If the on-call does not acknowledge in 5 minutes, the page auto-escalates. No judgment call, no 'are you around?' pings. The system does it.
Three tiers, three decisions
- L1 runs the runbook. Their only job is to read and execute.
- L2 owns the service. Paged with a 3-line state: what broke, what was tried, what decision is needed.
- L3 owns the business call: pay the vendor, accept the outage, call the customer.
The part everyone forgets
Every escalation carries state. An escalation without state is a handoff back to zero — the next person starts from scratch at 3AM.
We package this as pre-written escalation trees + runbooks: Ops Starter Kit
