🚨 Escalation Matrix
P0–P3 severity escalation paths, response times, communication templates, and runbook links.
Severity Levels & Escalation Paths
🔴 P0
Critical — Production Down
Full service outage, data loss risk, security breach, or revenue-impacting failure.
Response Time15 minutes
Escalation Path
First Responder→Tech Lead→Josh
CommunicationImmediate page + Slack #incident-p0
RunbookP0 Response Playbook →
🟠 P1
High — Significant Degradation
Core feature broken, major performance degradation, or partial service outage affecting many users.
Response Time1 hour
Escalation Path
First Responder→Tech Lead→Josh (if >2h)
CommunicationSlack #incident + email update
RunbookP1 Response Playbook →
🔵 P2
Medium — Partial Impact
Non-critical feature impacted, workaround available, or minor performance issue.
Response Time4 hours (business hours)
Escalation Path
First Responder→Tech Lead (if >4h)
CommunicationSlack #ops-updates
RunbookP2 Response Playbook →
⚪ P3
Low — Cosmetic / Informational
Minor UI issue, non-impacting alert, informational note, or improvement backlog item.
Response TimeNext business day
Escalation Path
First Responder→Backlog
CommunicationSlack #ops-notes (optional)
RunbookGeneral Runbook →
Declare Incident