> For the complete documentation index, see [llms.txt](https://docs.buildings.ability.abb/collection/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.buildings.ability.abb/collection/english-v14/documentation/alarme-regeln-und-eskalationen/eskalationen.md).

# Escalations

## What are escalations?

As *escalation* In eliona, escalation means notifying users about alarms on external channels, e.g. by email or SMS.

{% hint style="info" %}
Simply put: when an alarm is triggered, a user receives a notification by email.
{% endhint %}

Escalations can be customized in great detail in eliona: you can precisely define which alarms are escalated to which users. Schedules can also be created.

## Configuration options for escalations

You can customize escalations according to the following aspects:

### *Who* is notified?

You can precisely define which users alarms are escalated to.

### *How* is notified?

Users can be notified via different channels.

The following are available

* Email
* Slack
* Google Chat
* SMS

{% hint style="info" %}
Please note:

* You can specify individually for each user which channels they are notified on. This happens when you configure an [-> Configure escalation](/collection/english-v14/documentation/alarme-regeln-und-eskalationen/eskalationen/eine-eskalation-konfigurieren.md)
* You need to configure some technical details, such as specifying which email server emails are sent from.\
  More information can be found under [-> Configure escalation channels](#eskalationen-konfigurieren)
* You must ensure that correct contact details are available for the user and add them if necessary.\
  You can learn more about this topic in the chapter [-> Configure a user for escalations](/collection/english-v14/documentation/alarme-regeln-und-eskalationen/eskalationen/nutzer-fur-eskalationen-konfigurieren.md)
  {% endhint %}

### *When* is notified?

It can be precisely set when people should be notified and when not.

This is controlled via "calendars". In these calendars, times can be set for each individual user at which the user receives notifications. Exceptions can also be configured.

### *How often* is notified?

For each user and escalation channel, you can set a repeat interval and a maximum number of additional repeats. Alternatively, notifications can be repeated without a fixed number. Repetition ends when the alarm is acknowledged, is no longer pending, or the set number is reached.

[-> Configure repeated escalations](/collection/english-v14/documentation/alarme-regeln-und-eskalationen/eskalationen/wiederholte-eskalationen-konfigurieren.md)

### *What* is shown to the user?

You can customize the content of the messages a user receives during an escalation.

You can learn how this works under [-> Create templates](broken://pages/335aad9adf4a0034c22177bcb1065ab06d6b2b4d)


---

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