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Severities & SLAs
Severity definitions
| Severity | Name | Criteria | Example |
|---|---|---|---|
| P1 | Critical | Production system completely unavailable with business impact | Data lake down, investment system unavailable |
| P2 | High | Critical feature degraded or unavailable, no workaround | Data pipeline delayed > 2h, strategic report unavailable |
| P3 | Medium | Degraded functionality, workaround available | Secondary report with stale data, slow performance |
| P4 | Low | Minimal impact, improvement or cosmetic issue | Formatting error in report, usage question |
Response SLAs
| Severity | First response | Resolution time | Notification |
|---|---|---|---|
| P1 | 15 minutes | 4 hours | Immediate — Teams + leadership email |
| P2 | 30 minutes | 8 hours | Immediate — Teams |
| P3 | 4 hours | 3 business days | |
| P4 | 1 business day | 10 business days |
Info
Coverage hours:
- P1/P2: 24x7 via on-call
- P3/P4: business hours (8am–6pm, weekdays)