L1, L2, L3 Roles and Responsibilities

Defining different alert levels helps to ensure that alerts are responded to in a timely and complete way. Tools such as Pagerduty and VictorOps help make the escalation process smoother. However, setting the expectation is what makes the process effective.'

1. Build an Alerting Matrix for L1 to Reference

2. Build an Alert Response Log for historical understanding

Within your organization, you will want to appropriately set up the expectation of L1. This team is dedicated to answering the initial alerts and solving them based on an expected alert handling matrix. When they cannot, they escalate to L2, which will now handle the more unique issues and make a matrix entry to account for them. L3 reviews the alert response log with the intent to be able to improve the systems and reduce the alert frequency.