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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 |
How to escalate a bug ?
If you feel your reported IREQ ticket (for Bugs and Fires) does not get the proper attention and/or is not heading towards a satisfactory resolution, please raise an escalation via intl.techsupport.escalations@rbi.com.
This action will create extra awareness to Intl Tech Support Management team.
Escalating to intl.techsupport.escalations@rbi.com is possible when you have an open/closed IREQ and you want to either pass feedback for improvement or raise awareness for a speedy resolution.
Prior to sending an escalation (for IREQ tickets ) please always ensure you’ve updated the ticket beforehand, and that progress continues to be either slow or no visible resolution in sight (in danger of breaching the above mentioned SLO’s). Also, when sending your escalation please mention the IREQ ticket number and reason for escalation.
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Please note that intl.techsupport.escalations@rbi.com is not an alternative to open IREQs. |