SLA response commitments, severity level definitions, and emergency on-call escalation matrices.
1. Incident Severity Definitions & SLA
Varixen enterprise support SLAs guarantee rapid response times for production-impacting incidents.
| Severity | Definition | Initial Response SLA | Updates Frequency |
|---|---|---|---|
Sev-1 (Critical) | Production outage affecting core operations | < 15 minutes | Every 30 minutes |
Sev-2 (High) | Major feature degradation, workaround available | < 1 hour | Every 2 hours |
Sev-3 (Normal) | Minor bug or technical inquiry | < 4 hours | Daily |
2. Emergency Escalation Matrix
Sev-1 incidents automatically alert the primary engineering lead, infrastructure director, and client account executive via PagerDuty.