Whether it's a conversion timeline, a hosting quote or an urgent recovery question — this reaches the engineering team directly, not a call centre.
| Severity | Example | Response |
|---|---|---|
| SEV 1 | Production down | Immediate — on-call engineer |
| SEV 2 | Degraded performance | Within 1 hour |
| SEV 3 | Standard request | Next business day |
Sev 1 issues on a monitored landscape should go through your dedicated incident line, not this form.
