Severity Matrix¶
Classify issues by severity to ensure appropriate response times.
Who this is for¶
Support Admin
Severity levels¶
| Level | Description | Examples | Response | Resolution |
|---|---|---|---|---|
| P1 — Critical | Production down, no workaround | Complete outage, data loss, security breach | 15 min | 4 hours |
| P2 — High | Major feature impaired, limited workaround | Core functionality broken, significant performance issue | 1 hour | 24 hours |
| P3 — Medium | Minor feature issue, workaround exists | Non-core feature broken, UI issue | 4 hours | 72 hours |
| P4 — Low | Question, enhancement, cosmetic | How-to, feature request, typo | 1 business day | Next sprint |
Classification criteria¶
P1 indicators¶
- Cannot access platform
- Data loss or corruption
- Security incident
- Compliance violation
P2 indicators¶
- Critical workflow blocked
- API completely failing for endpoint
- Integration down with no workaround
- Performance unusable (>30s response times)
P3 indicators¶
- Feature partially broken
- Workaround exists but is inconvenient
- Reporting inconsistency
- Sync delays <24 hours
P4 indicators¶
- General questions
- Feature requests
- Documentation improvements
- Cosmetic issues
Escalation¶
See Escalation Guides for the escalation process.