SLAs and Priority Definitions: Cloud Migration

Triage Criteria

Issues will be prioritized based on:

• Number of users impacted

• Business impact

• Availability of workaround

• Privacy concerns / compliance risk

Contents

Priority Definitions

Blocker

Critical failure preventing core business operations with no viable workaround. Includes one or more of the following:

• Large portion of users (e.g., entire department or org-wide) unable to access or use the system

• Widespread data loss or corruption 

• Major security risk or data exposure

• No reasonable workaround

High 

Major functionality impaired, but business can continue in a limited or degraded state. Includes one or more of the following:

• Multiple teams impacted

• Core workflow significantly disrupted

• Workaround exists but is manual or time consuming

• Affects a critical delivery timeline

Medium

Moderate issue affecting moderate functionality for all users or a large group of users. Includes one or more of the following:

• Workaround available and reasonable

• No immediate business deadline disrupted

• No privacy or compliance concerns

• Noticeable disruption, but no critical business functions affected

Low

Minor functional, configuration, or permissions issue with minimal business impact. Includes one or more of the following:

• Small number of users or one individual affected

• No work stoppage

• Workaround available (unless individual permissions issue)

Minor

RFEs, usability improvements, or cosmetic requests. Includes one or more of the following:

• Doc updates

• Improvements

• App requests that require research

• No operational impact

• UI enhancements 

SLAs for Cloud migration service requests 

Time to first response

• 2 hours, based on a 24/7 calendar for the first two weeks post migration.

  • First response is a triage so that any critical issues will be escalated appropriately. 

  • Intent is not to respond in depth to lower priority tickets outside of normal working hours.

SLAs

• Blocker (as defined in the document) will be escalated within 2 hours, 24/7

• High will be investigated (but no commitment to resolve*) within 1 workday

• Medium will be investigated (but no commitment to resolve*) within 2 workdays

• Low and Minor will be investigated (but no commitment to resolve*) within 3 workdays

*Resolution will depend on nature of the fix (Atlassian issue, sprint work, etc.).