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.
<aside> ➡️ Drop everything, this is more important. Would require both founders' immediate attention.
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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
<aside> ➡️ Other non-critical issues should be dropped immediately to resolve this. At least one founder is notified.
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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.
<aside> ➡️ Multiple team members and/or deals with customer experience negatively impacted. Head of impacted departments are notified.
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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.
<aside> ➡️ Only one employee and/or a few order line and or purchases are impacted.
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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