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The incident team is a team of persons from the engineering side who are helping the incident manager with the investigation from the technical side. The members of the incident team will be changed from sprint to sprint.
Incident SLAs
Severity | General description of severity | Status update frequency |
|---|
1 - Critical | Critical client service or its critical client components are not responding Users are cannot complete routine tasks. Restarting the services or servers do not help Client data lost Confidential or Sensitive data leak Workaround is not available
| Every hour |
2 - High | Critical client service or its critical client components are not accessible for some of the clients Critical client service response is heavily delayed (load time increased 200%) Users cannot normally complete most typical tasks Restarting the services or servers helps only for short time Workaround is available
| Every 2 hours |
3 - Medium | Either a high value customer reported an issue The issue impacts some very common capability of the critical client service and is noticeable by many customers Critical client service response is delayed but it is not prevent clients of using the service The issue appears on regular basis Restarting the services or servers solve the issue Workaround is available
| Twice a day |
4 - Low | Certain non-critical components of the service are not functioning normally but the issue was reported by some customers already Issues appears sporadically and and do not influence many clients The issue has not been reported by users and doesn’t impact any important components or performance of the critical service
| Daily |
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