SLA and Severity Policy
Defines four severity levels with response and resolution SLAs, plus an escalation policy for repository issues.
What this file does
Defines four severity levels with response and resolution SLAs, plus an escalation policy for repository issues.
When to use it
- Setting up issue triage for a public or internal repo
- Establishing service-level expectations for a team
- Formalizing incident response times for a production system
- Creating a severity matrix for security or ops workflows
SLA and Severity Policy
Purpose
Define response and resolution times for repository tasks based on business impact.
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. |
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 |
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.
Triage Workflow
- Identify new issue.
- Assign Severity Label (
severity-p1,severity-p2, etc.). - Assign Owner.
- Set Deadline based on SLA.
- Move to
wip-analysis.
Review Cadence
- Review SLA performance in Weekly Ops Review.
- Adjust targets monthly based on system maturity.
What's inside
One table of severity levels, one SLA table, escalation policy, triage workflow, and review cadence.
Change this for your project
- Replace
Flow IntegratorandFinal Ownerwith your own role names - Replace
severity-p1,severity-p2, etc. with your actual label names - Replace
needs-escalationwith your escalation label - Replace
wip-analysiswith your workflow state name
Where it goes
A standard operating procedure. Keep where the team or agent running the process will find it.
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