Core concepts

SEV0 - Labeling your incident priority

Not all incidents are equal, it's important not only to get your team on the same page but everyone in your organisation. To achieve this as a organisation you need to agree how you claissifying incidents. This helps everyone understand the potential impact and how the incident should be addressed.

As an example we will use Severity Level or SEV for short.

SEVVisibleCustomer ImpactCommunicationPageUrgency
0ImmediateSite is down and all customers are impactedPublic Status PageAll staff, anyone who can helpAll hours
1ImmediateAll customers are impactedPublic Status PageAll teams who are across the failing servicesAll hours
2PartialSome customers are impactedPublic Status PageTeams who are across the failing servicesAll hours
3NoCustomers may be impacted but not visibleInternal Status PageTeams who are across the failing servicesOncall / Business
4NoInternal services but not visibleOptionalHandle as regular task itemBusiness
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When is it an incident