---
title: Paging Tiers
type: policy
tags: [paging, responders]
---

# Paging Tiers

- Tier 1 responder: acknowledges within 5 minutes, handles the first response.
- Tier 2 responder: engaged if Tier 1 does not acknowledge within 10 minutes.
- Tier 3 (engineering lead): engaged for customer-facing outages after 20 minutes.

Each tier has a primary and a secondary contact in the paging tool. Handoffs
happen weekly at the Monday sync.
