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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
Affected function: | Priority | |||
Fire | High | Medium | Low | |
| Insurmountable Error affecting >10% of Users | Insurmountable Error affecting >1% of Users | Surmountable Error affecting >10% of Users | Surmountable Error(s) affecting >1% of users |
CRM (Analytics) | CRM system down or impact in compliance | Degraded analytical accuracy affecting key funnels* | Degraded analytical accuracy affecting multiple events | Degraded analytical accuracy limited to specific events or properties |
CRM (Engagement) | Issues with marketing campaigns may be opened as a fire by default. RBI may downgrade to lower priority based on guest impact (as described above under 1st row). However, tech support will consider the duration of the campaign and endeavor to resolve the issues before the campaign ends. | |||
| Panel | ||||||
|---|---|---|---|---|---|---|
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Issue Priority | Time to First Response | Resolution Time |
|---|---|---|
Fire | 15min | 24h |
High Priority | 1h | 1 week |
Medium Priority | 24h | 3 weeks |
Low Priority |
24h | 6 weeks |
Resolution SLOs are measured against business days (Mon to Fri during working hours) with the exception of High Priority and Fire tickets, which are measured against natural days (Mon to Sun) due to their higher urgency.
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