Severity Levels

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Severity Level

Description

Typical response

SEV 1

Critical issue that warrants public notification and liaison with executive teams.

  • The system is in a critical state and is actively impacting a large number of customers.

  • Functionality has been severely impaired for a long time, breaking SLA.

  • DDOS or Infrastructure Incident impacting an entire hosting region

  • Customer-data-exposing security vulnerability has come to our attention.

Platform Blocker Ticket

SEV 2

Critical system issue actively impacting many customers' ability to use the product.

  • Web app is unavailable or experiencing severe performance degradation for most/all users.

SEV 3

Stability or minor customer-impacting issues that require immediate attention from service owners.

  • Partial loss of functionality, not affecting majority of customers.

  • Non working deployments for a majority of customers

SEV 4

Minor issues requiring action, but not affecting customer ability to use the product.

  • Delayed Deployments

  • Cluster Host failure (e.g. single K8s node failure)

SEV 5

Cosmetic issues or bugs, not affecting customer ability to use the product.

  • Bugs not impacting the immediate ability to use the system

  • Workaround available

JIRA Ticket or Lagoon Issue

Severity Levels: https://response.pagerduty.com/before/severity_levels/