A Look at

Bug Priorities

& SLA

"DEFINITION"

A bug found and reported against PROD

BLOCKER

Affects all customers

System unavailable

Data loss

SLA: All hands on deck. Fixed deployed as soon as it's available

HIGH

Affects some customers

Important functionality unavailable

No Work around

SLA: Addressed within 2 business days.

MEDIUM

Affects some customers

Some functionality not working properly

Work around might be available

SLA: Addressed in the current or next print.

LOW

Affects very few customers

Some secondary functionality not working 

Work around exists

SLA: Addressed in the next 3 sprints

RECORDED

Affects very few customers

Cosmetic issues not preventing work 

Simple work around exists

SLA: No SLA. Prioritized for a future sprint.

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