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 or a one-off occurrence.
5. How widespread Is this affecting one user, a site or a platform?
6. Severity Levels - Choose 1
   • Showstopper
     • Widespread system issue
     • Dev team needs to solve immediately
   • Critical
     • Issue exists without a workaround available
     • On-duty Dev needs to investigate immediately and take actions within Dev to resolve ASAP.
   • 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
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 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.