Severity 1 (Sev 1): production outage, system-wide consent failure, or critical compliance-impacting malfunction.
Severity 2 (Sev 2): degraded functionality with limited workaround available; partial consent or integration impact.
Severity 3 (Sev 3): non-blocking issue, configuration clarification, documentation request, or minor UI concern.
1.
Customer submits a support request with required diagnostic information.
2.
Support team reviews and confirms severity classification.
3.
Engineering escalation is initiated for Sev 1 and Sev 2 issues.
4.
Root cause analysis is performed where required.
5.
Resolution summary and preventive actions are documented internally.
6.
Customer receives confirmation of resolution.
