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Adds note to the handbook about how its possible to get an escalation.

John Jarvis requested to merge jarv/add-im-escalation-note into main

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Commits

  • Adds note to the handbook about how its possible to get an escalation.

When a page is not answered by the Engineer On Call (EOC), it is possible that it will escalated to the Incident Manager (IM).

This note adds that scenario to our handbook page and some instructions on what to do when it happens.

This is being added because it caught an IM by surprise:

Yeah that’s why it surprised me, been IMOC for a while and never had this. Would be great to have some playbook or even simple handbook guidelines (I couldn’t find anything for this specific situation in the IMOC pages) in case SRE misses the response and it gets to that second level as I was a bit confused what to do

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