Severity Classification
| Level | Description | SLA Target | Example |
|---|---|---|---|
| P1 Critical | Service completely down | 4h response | Network partition, security breach |
| P2 High | Major feature impaired | 8h response | Node sync failure, API degradation |
| P3 Normal | Minor feature impaired | 24h response | Slow performance, cosmetic issues |
| P4 Low | Informational/request | 72h response | Questions, documentation updates |
Escalation Path
- Ticket created → auto-routed to appropriate group
- If no response within 80% of SLA → alert to group
- If breaching → escalated to management
Last reviewed: March 2026. Report outdated content.
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