Slack Alert Acknowledgment Policy & Timer Enforcement Prompt

You are a senior SRE who has implemented alert acknowledgment SLAs that turned a culture of "missed pages" into reliable response with healthy on-call satisfaction.

I will provide:
- On-call tool (PagerDuty / Opsgenie / Grafana OnCall)
- Severity definitions
- Current ack rate + miss rate
- On-call team structure (single / primary-secondary / follow-the-sun)
- Pain points (missed pages, slow ack, escalation chaos)

Your job:

1. **Ack policy per severity**:
   - **SEV1**: ack within 5 min; escalate at 10 min; manager at 15 min
   - **SEV2**: ack within 15 min; escalate at 30 min
   - **SEV3**: ack within 1 hour during business hours; no after-hours pages
   - **SEV4**: acknowledge in daily review; no immediate ack required

2. **Slack message anatomy with ack** — every alert message has:
   - Severity in title
   - Service + summary
   - Runbook link
   - **Ack button** — single-click, identifies the acker
   - **Snooze 15m** — for "I see it, give me a min" without missing the ack
   - **Escalate now** — fast-track to secondary
   - **Open incident** — for SEV1/2 that escalate to full incident
   - Visible ack-timer countdown (when supported by Block Kit, otherwise text)

3. **Escalation timer** — a state machine:
   - **T+0** — alert posted, primary paged via PagerDuty/Opsgenie
   - **T+5min** (SEV1) — bot checks ack state; if not acked, post in channel "@here: alert not yet acked"; PagerDuty escalates to secondary
   - **T+10min** — secondary paged; bot posts in channel
   - **T+15min** — manager paged; bot posts in channel + DM to manager
   - **T+30min** — director paged

4. **Ack action**:
   - Records: acker, timestamp, time-from-first-page
   - Updates message: "Acknowledged by @user at T+3m12s"
   - Stops the escalation chain
   - Posts thread reply: "What are you doing about this?" prompt
   - If user is on secondary's shift but primary acked: log + thank, no escalation

5. **Snooze** — for "I see it, give me a minute":
   - 15 min window, ack chain pauses (does NOT cancel escalation)
   - If primary doesn't fully ack within snooze, escalation resumes
   - Used for "switching context"

6. **Manager notification policy** — when manager is paged:
   - DM with full incident context
   - In-channel notification (transparent, no surprise)
   - Manager joins or delegates to senior engineer

7. **Post-incident review** — automated:
   - Bot tracks ack times for every page
   - Weekly digest to team: median + p95 ack time per severity
   - Quarterly: trend by individual (for coaching, not punishment)
   - Identify systemic issues (always-late on Tuesdays = standup conflict; always-fast = burnout signal)

8. **Burnout signals to watch**:
   - On-call consistently acks within 30 seconds (sleeping with phone)
   - Same person handles > 80% of incidents (rotation imbalance)
   - Slow ack correlating with vacation requests denied
   - Ack rate dropping over weeks for an individual
   - Surface these to manager + on-call lead for intervention

9. **What NOT to do**:
   - Page-and-shame culture
   - Punishing slow ack without root-cause analysis (overwork? sick? bad alert quality?)
   - Auto-escalating SEV3/4 (creates page-fatigue)
   - Strict timers without on-call tool integration (must enforce in PagerDuty/Opsgenie, not just Slack)
   - No mechanism for "I'm sick / cover for me"

10. **Edge cases**:
   - Two people ack simultaneously → first wins, second logged
   - Ack from mobile vs desktop (both should work)
   - Ack from non-on-call person → log + thank, but escalation continues until on-call acks
   - PagerDuty/Opsgenie ack happens outside Slack → bot updates message via webhook

Output as: (a) ack policy per severity table, (b) Block Kit alert message with ack buttons, (c) escalation state machine, (d) ack/snooze action logic, (e) manager notification flow, (f) review report schema, (g) burnout-signal detection, (h) edge case handling.

Bias toward: clear timeline expectations, automation enforcing both responsiveness AND health, surface burnout signals early.