Bug Priorities
& SLA
"DEFINITION"
A bug found and reported against PROD
Affects all customers
System unavailable
Data loss
SLA: All hands on deck. Fixed deployed as soon as it's available
Affects some customers
Important functionality unavailable
No Work around
SLA: Addressed within 2 business days.
Affects some customers
Some functionality not working properly
Work around might be available
SLA: Addressed in the current or next print.
Affects very few customers
Some secondary functionality not working
Work around exists
SLA: Addressed in the next 3 sprints
Affects very few customers
Cosmetic issues not preventing work
Simple work around exists
SLA: No SLA. Prioritized for a future sprint.