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You can configure your escalation path such that when an escalation is acknowledged, but the associated alert is firing, we will repeat that escalation from the start - until the alert resolves. This is useful for teams who want to ensure a firing alert doesn’t go unaddressed, if it was initially acknowledged but never fixed.
You may know of this feature as “acknowledgement timeout”.

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How it works

Configure a repeat interval on an escalation path. When an escalation using that path is acknowledged while the alert is still firing:
  1. The escalation moves to a Pending repeat status — the pages stop, but the escalation stays active
  2. After the configured interval, the escalation repeats from the first level of the path
  3. If the alert resolves while waiting, the escalation cancels immediately — no further pages are sent
Re-escalations restart from the top of the path, so if your on-call rotation has changed since the original page, the right person will be paged.
Repeat intervals can be configured per escalation path.

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Configuration

Set a repeat interval in your escalation path settings. The minimum interval is 5 minutes and the maximum is 4 days. To configure:
  1. Go to On-call → Escalation paths and open a path
  2. Toggle the Repeat if the alert is not resolved setting
  3. Set your desired interval — how long to wait before re-paging after the escalation ends

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Delay repeats on incident activity

You can optionally configure the repeat timer to reset whenever there’s activity on the associated incident. When enabled, posting an incident update, changing the incident summary, or a Scribe key moment will push the repeat timer forward — so responders actively working an incident won’t be re-paged mid-investigation. Enable Delay repeat on incident activity alongside your repeat interval in the escalation path settings.

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Limits

  • Minimum interval: 5 minutes
  • Maximum interval: 4 days
  • Repeat window: Re-escalations stop after 7 days from when the original escalation was created, even if the alert is still firing
Resolving the alert is how you stop repeats. You can do this manually from the dashboard, mobile app, or Slack, or from your external system when the alert cannot be manually resolved. Any escalation in Pending repeat status will cancel immediately when the alert resolves.
No. Snoozing an escalation pauses it at its current point in the escalation path, so the repeat logic doesn’t apply while an escalation is snoozed. If the escalation later resolves or expires from the snoozed state, the repeat config will apply at that point.