diff --git a/docs/before/severity_levels.md b/docs/before/severity_levels.md index d7d95c1..4cad096 100644 --- a/docs/before/severity_levels.md +++ b/docs/before/severity_levels.md @@ -1,4 +1,4 @@ -The first step in any incident response process is to determine what actually constitutes an incident. We have two high level categories for classifying incidents: this is done using "SR" or "IN" defintions with an attached priority of "Minor", "Normal" or "Major". "SR" are "Service requests" initiated by a customer and usually do not constitute a critical issue (there are exceptions) and "IN" are "incidents" which are generally "urgent". +The first step in any incident response process is to determine what actually constitutes an incident. We have two high level categories for classifying incidents: this is done using "SR" or "IN" defintions with an attached priority of "Minor", "Normal" or "Major". "SR" are "Service requests" initiated by a customer and usually do not constitute a critical issue (there are exceptions) while "IN" are "incidents" which are generally "urgent". All of our operational issues are to be classified as either a Service Request or an Incident. Incidents have priority over Service Requests provided that there are no Service Requests with a higher priority. In general you will want to resolve a higher severity SR or IN than a lower one (a "Major" priority gets a more intensive response than a "Normal" incident for example). @@ -76,12 +76,12 @@ All of our operational issues are to be classified as either a Service Request o