> ## Documentation Index
> Fetch the complete documentation index at: https://docs.energy.nayax.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Notifications

Incident management can email people when incidents happen. There are two separate audiences, configured in two places, that fire at different moments:

| Audience                    | Notified when                                              | Configured in                                                        |
| --------------------------- | ---------------------------------------------------------- | -------------------------------------------------------------------- |
| **Notification recipients** | An incident **opens, updates, or resolves** at a location. | The **Notification Recipients** section on a location's detail page. |
| **Escalation contacts**     | An incident **breaches its SLA deadline**.                 | **Settings → Escalation Contacts**.                                  |

Keeping them separate lets you route routine incident updates to the people who run a site, while reserving breach escalations for the people who need to act when a deadline is missed.

## Notification recipients

Recipients are managed **per location**, in the **Notification Recipients** section on that location's detail page. The people listed there receive an email when an incident opens, updates, or resolves at that location.

* **Add a recipient** with their name and email.
* **Remove a recipient** from the location when they should no longer be emailed for it.

A recipient can cover more than one location; the screen shows how many other locations each person also receives notifications for, so you can see their full coverage before removing them.

Recipients also receive an incident's **external comments** — comments a Support Operator marks as external are the outward-facing updates, and they reach the location's recipients. Internal comments are not sent to recipients. See [Comments and history](/guides/incidents/comments-and-history) for the difference.

## Escalation contacts

Escalation contacts are managed in **Settings → Escalation Contacts**. They are emailed only when an incident **breaches its SLA deadline** — the resolution-time targets you set in [SLA rules](/guides/incidents/settings/sla-rules). This is the "someone needs to act now" channel, distinct from the routine open/update/resolve emails recipients get.

An escalation contact is one of your network's users. Add the people who should be alerted on a breach, and remove them when they should no longer be.

## Which to use

* Use **notification recipients** for the people who should follow incidents at a site as they happen.
* Use **escalation contacts** for the people who should be pulled in only when an incident is running late against its SLA.