Owner: Robert Taylor (Eng) · Department: Engineering · Status: Live · Version: 1.0
Effective Date: 2026-06-13 · Last Reviewed: 2026-06-13 · Next Review Date: 2026-09-13
Source of Truth: this page · Maturity: 4 (Operational)
Canonical severity definitions used by every incident playbook. Cite this page; do not redefine severity inline.
| Sev | Definition | Examples | Ack | Resolve target | Who |
|---|---|---|---|---|---|
| P0 | Customer-facing outage or compliance breach; money or legal exposure | Payments down, customer PII exposure, recall mis-fire | 5 min | 1 hr | On-call + Eng lead + Ayisha |
| P1 | Major degradation; no clean workaround | Webhook failure, stuck orders, circuit breaker open | 15 min | 4 hr | On-call |
| P2 | Minor / single-user / cosmetic; workaround exists | Celery worker restart, isolated 500 | 1 business day | 5 business days | Owner of area |
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