Support / Dev Escalation Rubric

Use this template when escalating an issue in the Support / Dev Escalation Teams Chat. Fill in all fields before posting to the channel.

1. Who is affected
   • Include User ID, Person name, Site, Company, Device etc, or note if multiple users / platforms are impacted.
2. What is happening
   • Two sentences max. Describe what the user sees versus what they expect to see.
3. Steps to reproduce
   • Step 1
   • Step 2
   • Step 3
   • If you cannot reproduce the issue, state that clearly here.
4. When did it start / happen
   • Approximate date and time.
   • Note whether this is ongoing / repeat or a one-off occurrence.
5. How widespread
   • Is this affecting one user, a site or a platform?
   • State if you're unsure
6. Severity Levels - Choose 1
   • Showstopper
     • This is defined as absolutely critical - an entire platform (Snipr, Central etc.) is down and the issue can be reproduced with multiple different variables (different internet connections, devices etc.). This has an enormous cost to the company as showstopper level issues historically have required the majority of the Dev Team to drop what they're doing and work on it. Stating that an escalation is a showstopper should be incredibly rare. The Support Agent reporting this also needs to make Dev aware of a showstopper in person if possible.
     • Widespread system issue
     • Dev team needs to solve immediately, if even possible.
   • Critical
     • Issue exists without a workaround available
     • On-duty Dev needs to investigate immediately and take actions within Dev to resolve ASAP.
     • Same day response from Dev will be attempted but will be ASAP if the work required is larger in scope.
   • Major
     • Issue exists but a workaround is available.
     • Issue will be resolved within the Sprint (within reason)
   • Minor
     • Cosmetic or low-impact issue
     • Should not be in this chat - needs to be reported to the Product Owner
   • Task
     • Tasks that a Support agent cannot do without a Dev's involvement. e.g Gatebook Imports
     • Severity / response time varies based on use case, but expected response time from Dev should be same day.
     • Re-occuring tasks will be looked at to have a Dev work on a Support Tool implementation if they become too frequent.
7. Evidence
   • Attach a screenshot, screen recording, or error message.
   • Please ensure that this contains useful information for Dev.
   • If possible, include a link to the page you / client experienced this on.
8. Support ticket / bug reference Link to the original support ticket and bug so Dev can view the full history if necessary.

If any field cannot be completed, note why rather than leaving it blank.