How to set up a multi-level on-call schedule?
Create multi-level support schedules using routines and escalation policies. First set up your team's routines to define who should be on the on-call rotations, when they should go on-call and how duties should be rotated. Then add the routines to an escalation policy and define which routine should be the primary and which will be the secondary. When an incident occurs and is assigned to the escalation policy, the on-call will be determined accordingly.
Incidents are created on escalation policies or users; not routines. You must always add your routines to an escalation policy.
When a shift "ends" at 12am midnight, set the end time of the routine layer as 11:59pm.
Always cover the full 24 hours of the day in a routine. Do not leave gaps.
Emulate office hours from service support hours. Not routines.
Do not use the "valid end" and "override" options in routine layers unless you want to prepare a vacation schedule.