Severity model
- Sev1: full outage
- Sev2: major degradation
- Sev3: partial issue
- Sev4: low impact
Escalation trigger
Escalate when customer impact + time-to-resolution risk crosses threshold.
Knowledge Base / Support, Incident Response & Escalation
Classify severity and route incidents with clear escalation triggers.
Escalate when customer impact + time-to-resolution risk crosses threshold.