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Severity | General description of severity | Status update frequency |
|---|---|---|
1 | Whole Platform or its critical components are not responding and users are cannot complete routine tasks | Every 30 min |
2 | Platform response is heavily delayed (load time increased 200%) and users cannot normally complete most typical tasks | Every hour |
3 | Either a high value customer reported the issue as critical or the issue impacts some very common capability of the platform and is noticeable by many customers | Twice a day |
4 | Certain non-critical components of the platform are not functioning normally but the issue was reported by some customers already | Daily |
5 | The issue has not been reported by users and doesn’t impact any important components or performance of the platform | Daily |
Severity Matrix explained
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Incident fixation
Each incident should be added to the Jira project: https://knoema.jira.com/jira/software/c/projects/IN/boards/57
Incident priority should be set up based on the severity of the incident described above.
Postmortems should be written for incidents with Severity 1 and 2.
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Severity Matrix explained
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