SLA and Severity Policy

Purpose

Define response and resolution times for repository tasks based on business impact.

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Severity Levels

Level	Name	Description	Example
P1	Critical	Core flow broken, security breach, or total system outage.	Workflow failing for all users, leaked API key.
P2	High	Significant feature broken, no workaround, or high-risk dependency.	Main integration failing, high-severity CVE.
P3	Medium	Minor feature issue or major documentation gap.	Incorrect UI label, missing setup step in INSTALL.md.
P4	Low	Cosmetic improvements, non-breaking suggestions, or routine cleanup.	Typo in comments, refactoring for better readability.

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Target Response & Resolution Times (SLAs)

Severity	Response (Triage)	Resolution (Fix)
P1	< 15 minutes	< 2 hours
P2	< 1 hour	< 8 hours
P3	< 4 hours	< 24 hours
P4	< 24 hours	< 72 hours

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Escalation Policy

• P1/P2 Breach: Notify Flow Integrator and Final Owner immediately via alert labels.
• P3/P4 Stale: If P3/P4 exceeds resolution time, auto-tag with needs-escalation.

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Triage Workflow

1. Identify new issue.
2. Assign Severity Label (severity-p1, severity-p2, etc.).
3. Assign Owner.
4. Set Deadline based on SLA.
5. Move to wip-analysis.

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Review Cadence

• Review SLA performance in Weekly Ops Review.
• Adjust targets monthly based on system maturity.