Which team owns a service and how to reach them right now. Accepts the name someone would actually type during an incident, including aliases. Returns found=false with suggestions rather than guessing at a near match.

Who to wake for this service at this severity, in order, with the minute each hop is due measured from impact start. Refuses an unknown severity rather than defaulting to the quietest one.

What the runbook says to check first. Falls back to the service's general steps when the symptom is unknown, and says so with fell_back=true.

Given when impact started, which escalation hop should be active now and which are overdue. Time is measured from impact start rather than ticket creation. Requires an explicit now timestamp: it never assumes the current time.