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Incident Severity Levels and SLA's

1. Incident Classifications

Critical Incident (Severity 1 – S1)

Description: Emergency situations where partners lose complete access to the Coadjute Network through either API or Web Application, critically impairing their business operations. This includes scenarios like total API failure or complete web application unavailability.

Applicability: Only in a production environment.

Significant Incident (Severity 2 – S2)

Description: Major performance issues or functional unavailability within the API or Web Application, requiring manual workarounds. This significantly disrupts the partner’s regular business activities.

Applicability: Only in a production environment.

Moderate Incident (Severity 3 – S3)

Description: Partial service impairment, where key functionalities via API or Web Application are still operational, but some aspects are affected. The impact on business is relatively minor.

Minor Incident (Severity 4 – S4)

Description: Minor issues in the API or Web Application, such as interface glitches or minor bugs, that don’t significantly impact overall operations. These are typically queued for future software updates.

2. Response Targets and Recovery Time Objective (RTO)

For Critical Incidents (S1):

  • Response Time: Within 30 minutes.

  • Action: Immediate, continuous effort to restore full API and Web Application functionality.

  • RTO: Rapid restoration, aiming for a few hours to return to normal operations.

For Significant Incidents (S2):

  • Response Time: Within 2 business hours.

  • Action: Prompt allocation of resources to address significant API or Web Application issues.

  • RTO: Goal to resolve within one business day, subject to issue complexity.

For Moderate Incidents (S3):

  • Response Time: Within 12 business hours.

  • Action: Assigning resources to address the less critical functionalities affected in the API or Web Application.

  • RTO: Resolution expected within several business days, prioritised according to impact.

For Minor Incidents (S4):

  • Response Time: Within 2 business days.

  • Action: Scheduled resolution in upcoming updates for non-critical API or Web Application issues.

  • RTO: Longer-term resolution, as these are low-priority issues.

Additional Notes:

  • Severity Level Adjustments: Based on evolving information or the effectiveness of workarounds, the severity of an incident may be upgraded or downgraded.

  • Partner Collaboration: Effective resolution requires active collaboration from partners, including timely communication and providing essential resources for problem-solving.