Severity levels
Every incident in Batida is assigned a severity level from P1 to P4. Severity drives SLA targets, notification routing, and escalation policies. When unsure, start at a higher severity and downgrade as you gather more information.
Severity definitions
P1 Critical -- A complete service outage or catastrophic failure affecting all users. Revenue loss is active and significant. No workaround exists. Executive visibility is required immediately.
Examples: payment processing is down, the entire platform is unreachable, a data breach is confirmed.
SLA targets:
| Metric | Target |
|---|---|
| Initial response | 5 min |
| Commander assigned | 10 min |
| Time to Identify | 30 min |
| Time to Resolve | 2 hours |
P2 High -- A major feature is degraded or unavailable for a significant portion of users. Workarounds may exist but are impractical at scale. Business impact is material.
Examples: API latency above acceptable thresholds, a core feature is broken for a specific region, authentication failures for a subset of users.
SLA targets:
| Metric | Target |
|---|---|
| Initial response | 15 min |
| Commander assigned | 30 min |
| Time to Identify | 1 hour |
| Time to Resolve | 4 hours |
P3 Medium -- A non-critical feature is impaired. Most users are unaffected. A reasonable workaround exists. Business impact is limited.
Examples: a reporting dashboard is slow, an integration with a third-party service is failing intermittently, non-critical background jobs are delayed.
SLA targets:
| Metric | Target |
|---|---|
| Initial response | 1 hour |
| Commander assigned | 2 hours |
| Time to Identify | 4 hours |
| Time to Resolve | 24 hours |
P4 Low -- Minor issues with minimal user impact. Often discovered internally before users notice. No immediate business impact.
Examples: cosmetic UI bugs, minor logging gaps, non-urgent tooling issues.
SLA targets:
| Metric | Target |
|---|---|
| Initial response | 4 hours |
| Commander assigned | 8 hours |
| Time to Identify | 1 day |
| Time to Resolve | 3 days |
Changing severity
Any team member can propose a severity change. For P1 incidents, only a Commander can downgrade the severity. Upgrading severity (e.g., P3 to P1) can be done by any assigned Responder or Commander. All severity changes are logged in the timeline.
Custom SLA targets
Organization admins can configure custom SLA targets for each severity level. See SLA targets for details on adjusting these values to match your operational requirements.