Severity levels
S0 — Critical
S0 — Critical
Impact: Complete service outage, confirmed data breach, or active security incident affecting all or most users.
Examples:
| Metric | Target |
|---|---|
| First response | Less than 1 hour |
| Status updates | Every 30 minutes |
| Resolution target | As soon as possible — all hands on deck |
- The Pals Club app or website is completely unreachable
- A confirmed unauthorized access or data breach
- Payment system processing all transactions incorrectly
S1 — High
S1 — High
Impact: A major feature is broken for a large number of users, or payment processing is failing for a subset of transactions.
Examples:
| Metric | Target |
|---|---|
| First response | Less than 4 hours |
| Status updates | Every 2 hours |
| Resolution target | Within 1 business day |
- Messaging or notifications are not delivered for many users
- Payment charges succeed but receipts are not generated
- Login flow fails on a specific platform
S2 — Medium
S2 — Medium
Impact: A feature is degraded, a non-blocking bug exists, or users experience intermittent issues that have a workaround.
Examples:
| Metric | Target |
|---|---|
| First response | Less than 1 business day |
| Status updates | As progress is made |
| Resolution target | Within 5 business days |
- Search results are slow but still return correct data
- A UI element displays incorrectly on one browser
- Notifications arrive with a delay
S3 — Low
S3 — Low
Impact: Cosmetic issues, feature requests, or general questions with no immediate operational impact.
Examples:
| Metric | Target |
|---|---|
| First response | Less than 3 business days |
| Status updates | Upon resolution |
| Resolution target | Backlog — prioritized during planning |
- A button label has a typo
- A request for a new integration or feature
- General “how do I…” questions not covered in docs
Required information by severity
The higher the severity, the more detail we need up front to begin investigating immediately.- S0 / S1
- S2
- S3
- Account email and organization name (if applicable)
- Timestamp of when the issue started (with timezone)
- Scope — how many users or transactions are affected
- Impact description — what is broken and what the business impact is
- Steps to reproduce (if known)
- Screenshots, logs, or a diagnostics bundle
- Workaround status — is there a temporary workaround available?
How to escalate
If your issue is not receiving the attention its severity warrants, follow these steps to escalate.Verify severity
Review the severity definitions above and confirm your issue matches the level you selected. Tickets may be re-prioritized if the severity does not match the actual impact.
Update your existing ticket
Reply to your existing support ticket with any new information — additional logs, a broader impact assessment, or a change in severity. Do not open a duplicate ticket.
Request escalation in the ticket
Add the phrase “Requesting escalation to [severity level]” in your reply. Include a brief justification explaining why the severity should be raised.
Use the urgent escalation channel
For S0 incidents only, if you have not received a response within 1 hour, email [ESCALATION_EMAIL] with your ticket number and a summary. This channel is monitored around the clock.
Follow up
After escalation, expect an acknowledgment within the target response time for the new severity. If you still do not hear back, contact your account manager or reach out via the community forum.