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Priority: We need to set priority for bugs for us to understand how much functionality is affecting and the impact of it. The scale and corresponding Service Level Objectives are as follows:
Issues Types and SLOs
Issue Priority | Definition | Time to First Response | Resolution Time |
|---|---|---|---|
Fire | Impacting core functionality (offers, loyalty, ordering, sign-in) for a significant (>5%) number of users or otherwise bringing significant risk to the market (security breach, GDPR, etc) | 15min | 24h |
High Priority | Impacting core functionality (offers, loyalty, ordering, sign-in) for many (<5%) users or hindering day to day operations for the business | 1h | 1 week |
Medium Priority | Impacting non-core functionality for many users or transient impact on core functionality | 24h | 3 weeks |
Low Priority | Has a surmountable impact on the user experience for a significant majority of users | 24h | 6 weeks |
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