When creating a ticket, in order to give the assigned team a sense of the request’s urgency and help prioritize the most important ones, you must specify a Severity. Ticket Severity is standardized across all tickets and teams, from 1 to 5, 1 being the highest.

Severity Levels

SEV1 - Highly Critical

<aside> ➡️ Drop everything, this is more important. Would require both founders' immediate attention.

</aside>

The team the ticket is assigned to should drop all current actions to focus on resolving this ticket. Typically this includes Stockly being down, a team being fully blocked from working or a literal fire in the building.

% of total tickets: Hopefully never, if not a couple of times a year

Example: A vast part of our answers are removed from the network

SEV2 - Business Critical

<aside> ➡️ Other non-critical issues should be dropped immediately to resolve this. At least one founder is notified.

</aside>

The issue is highly impacting to several high-importance deals and/or an entire team. The assigned team should drop non-urgent issues to address this ticket.

% of total tickets: around 2%

Example: A framework integration is down.

SEV3 - Team Critical

<aside> ➡️ Multiple team members and/or deals with customer experience negatively impacted. Head of impacted departments are notified.

</aside>

Productivity is impacted across several low-importance deals and/or across several members of the team. While this needs to be solved without delay, it does not prevent the team from working on other items.

% of total tickets: around 8%

Example: A major supplier has blocked Stockly, a demander integration is down.

SEV4 - Individually Critical

<aside> ➡️ Only one employee and/or a few order line and or purchases are impacted.

</aside>

Individual productivity is impacted, meaning that the impacted employee may continue working as normal and there is no impact on other deals.

% of total tickets: around 50%

Example: Recurring issue of PPD not correctly tracking shipping info

SEV5 - Individually non-critical

<aside> ➡️ This issue is not impacting my productivity, either not directly work-related or not necessitating a swift solve.

</aside>

Immediate productivity is not impacted, ie if the issue was not solved by the end of the week it would not have impact on the company's results. No deal is currently stuck by this issue.

This severity also includes non-urgent individual issues, such as HR or equipment requests.

% of total tickets: around 40%

Example: Recurring request to Tech to register supplier's email to reduce cycle time

Best Practices

• If you're unsure about the severity level of a given ticket, you should opt for the lower one (ie when hesitating between SEV3 and SEV4, use SEV4).
• If the issue is impacting several deals but there is no customer impact, it should be SEV4

Owner: ‣ - ‣

Last Review: January 1, 2024