![]() A customer-facing service is unavailable for a subset of customers. ![]() A customer-facing service, like Jira Cloud, is down for all customers.SeverityĪ critical incident with very high impact Typically, the lower the severity number, the more impactful the incident.įor example: At Atlassian, we define a SEV (severity) 1 incident as “a critical incident with very high impact.” This could include a customer data loss, a security breach, or when a client-facing service is down for all customers.Ī SEV 2 incident is a “major incident with significant impact,” including when a client-facing service is down for a sub-set of customers or a critical function within a system is not functioning.Īnd a SEV 3 incident is “a minor incident with low impact,” such as a system glitch that is causing customers slight inconvenience.Īt Atlassian, SEV 3 incidents can be handled during daytime/working hours, while SEV 1 and SEV 2 incidents generate an alert for on-call professionals for an immediate fix no matter the time of day. Incident severity levels are a measurement of the impact an incident has on the business. ![]()
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