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.