escalation path
Who is called for which problem, how fast, and how to reach them out of hours.
An escalation path names, per kind of fault, the person or team to contact, the response time expected and the out-of-hours contact route.
Examples
When gh-b2 goes quiet on a Saturday and the support guide names no out-of-hours contact, the call waits until morning.
The escalation path says who is called for a node-offline alert, how fast, and how to reach them out of hours.
See also