Severity Levels
Our Severity Level Triage is a process that helps to prioritize issues or tasks based on their level of severity. The triage process involves categorizing issues into different priority levels based on their potential impact on the project, users, or company operations. This enables the team to focus on the most critical issues first, and allocate resources accordingly. By having a clear set of priority levels, the team can ensure that urgent issues are addressed promptly, and non-urgent issues are addressed in a timely manner, without being overshadowed by critical issues.
Severity Levels (Priority)
🟢 Normal: This level is for normal conversations or expected comments on workflow, including non-blocking bugs or failed pull requests.
🏳️ Low: This level is for when a task or a bug is blocking other developers, or when a deployment has failed.
🚩 Medium: This level is for when a problem is disrupting company operations with a temporary workaround available.
🚨 Maximum: This level is for potential data breaches, permanent data loss, or any other urgent matter that requires immediate attention.
Response time and channels
| Severity Levels (Priority) | Maximum Expected Response Time | Channels |
|---|---|---|
| 🟢 Normal | 8 points | Linear, Slack |
| 🏳️ Low | 4 points | Linear, Slack |
| 🚩 Medium | 2 points | Linear, Slack, WhatsApp |
| 🚨 Maximum | Immediate | Linear, Slack, WhatsApp, Phone |
We encourage our team members to use these guidelines to prioritize their communication and ensure that issues are addressed in a timely and efficient manner.