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Incident Priorities

Incident Priorities

Owned by Mack Baczynski
Last updated: Nov 29, 2023
2 min read

Sharpen classifies incidents with a Priority level which is the result of the noted impact and urgency expressed by the customer and supported by data. The following table defines each priority level and Sharpen’s incident response approach to each.

 

Priority

Description

Initial Response Target

Update Target

Resolution Target

RCA provided

Priority

Description

Initial Response Target

Update Target

Resolution Target

RCA provided

P1-Critical

  • Full service impacting event which blocks the transmission of any data to and from core Sharpen infrastructure.

  • Core Sharpen infrastructure includes…

    • Voice network

    • API endpoints

    • application user interface

  • Symptoms are present in 100% of users, interactions, or requests in a comprehensive manner.

  • No workaround is available

  • Major security incident

  • Immediate (status page, case channel notification)

15 minutes

15 minutes

YES

P2-High

  • Significant interruption to service.

  • Symptoms present themselves between 50% and 99% of users, interactions, or requests in an intermittent or non-performant manner.

  • Workaround may exist, but may not be widely available.

15 minutes

30 minutes

1 hour

OPTIONAL

P3-Medium

  • Moderate degradation to core service.

  • Significant interruption to non-core service.

  • Symptoms present themselves between 10% and 49% of users, interactions, or requests in an intermittent or non-performant manner.

  • Workaround exists and can be implemented in a reasonable manner.

4 business hours

2 business days

5 business days

OPTIONAL

P4-Low

  • Minor degradation to core service.

  • Moderate degradation to non-core service.

  • Symptoms present themselves between 1% and 9% of users, interactions, or requests in an intermittent nature, or single event.

  • Workaround exists and is easily implemented

1 business day

3 business days

15 business days

NO

P5-Very Low

  • Insignificant interruption to core service.

  • Minor degradation to non-core service.

  • Symptoms present themselves in < 1% of users, interactions, or requests in an intermittent nature, or single event.

  • Workaround exists and is easily implemented or is not necessary due to minimal impact

2 business days

5 business days

20 business days

NO