Incident Impact Levels¶
Below are the impact levels that will be used to prioritize incident response. High/Medium/Low were selected because these levels are already configured in the SLAC Service Now and impact levels are not used in Rubin Jira.
Impact Level |
Description |
Response Time |
Resolution Targets |
|---|---|---|---|
High |
Blocks production for Real Time or Critical Service |
ASAP during working hours |
ASAP, requires working (within working hours) until fixed |
Medium |
Significant impact on operations; work can continue with limitations. |
Rapid triage (within 4 hours) |
May begin at start of next working day |
Low |
Minor functionality issues or performance degradation. |
Within 1 day |
Within 3 days |