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Documentation Index

Fetch the complete documentation index at: https://docs.scaling.cloud/llms.txt

Use this file to discover all available pages before exploring further.

This guide shows the two everyday actions an on-call responder takes when they get paged: acknowledging the page and handing it off to someone else when you can’t respond. For an overview, see Acknowledgment and handoff.
Escalation panel

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Acknowledging

Acknowledging stops further escalation and records that you are on the page. The incident’s status does not change — you progress it through investigating → identified → monitoring → resolved separately.

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From Slack

If Slack is connected and your email matches your Scaling account, click Acknowledge on the alert message. The message updates in place:
✅ Acknowledged — 🔴 CRITICAL DB pool exhausted Acknowledged by Alice Smith · Apr 18 at 12:00:00

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From the dashboard

  1. Open the incident detail page.
  2. In the Escalation panel, click Acknowledge.

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From the API

curl -X POST https://api.scaling.cloud/v1/incidents/{incidentId}/acknowledge \
  -H "Authorization: Bearer YOUR_API_KEY"
Returns the updated incident with the new escalation state. Calling acknowledge on an already-acknowledged or resolved incident is a no-op.

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Handing off

If you can’t take the page — you’re heads-down on another incident, off duty, or out of context — hand it off to someone else.

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From the dashboard

1

Open the incident

Navigate to the incident detail page.
2

Choose a recipient

Click Change owner next to the Owner field, or open the Hand off form in the Escalation panel. Pick a member of your org from the dropdown.
3

Submit

Click Hand off. The new owner is paged immediately and the escalation timer restarts on the current layer.
The Change owner action next to the Owner field is always available, even on manually created incidents that have no escalation policy attached yet. Use it when you need to assign ownership before paging has started.

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From the API

curl -X POST https://api.scaling.cloud/v1/incidents/{incidentId}/handoff \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"targetUserId": "user_2xyz..."}'
The targetUserId must be a member of the same organization. Handing off to a non-member returns 400 invalid_target_user.
A handoff restarts the escalation timer for the new owner. If they don’t acknowledge within the layer’s ackTimeoutMinutes, escalation resumes from where it left off.

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What the audit trail records

Both actions are appended to the incident’s paging audit trail:
EventWhat’s recorded
incident_acknowledgedWho acknowledged and when.
incident_handed_offPrevious owner, new owner, who initiated, and when.
You can read the audit trail from the incident detail page in the dashboard, or fetch it via GET /v1/incidents/{id} — it’s returned alongside the incident record.
Always acknowledge first, even if you plan to hand off. Acknowledging stops the escalation clock and gives you a moment to pick the right recipient instead of rushing the choice while the next layer is about to be paged.