# Support Severity Model — Commercial Pilot

Internal triage model for GDP Portal support tickets (single-tenant customers).

## Severity levels

| Level | Name | Definition | Target response | Target restore |
|-------|------|------------|-----------------|----------------|
| **S1** | Critical | Production down; no workaround; GDP operations blocked (e.g. cannot receive/dispatch, auth failure for all users) | 1 hour (business hours) | 4 hours |
| **S2** | High | Major function impaired; workaround painful; data integrity risk | 4 hours | 1 business day |
| **S3** | Medium | Non-critical defect; partial feature; performance degradation | 1 business day | Next release / patch window |
| **S4** | Low | Cosmetic, docs, enhancement, demo-only | 3 business days | Backlog |

## Examples

- **S1**: Database unreachable; migration bricked install; evidence upload silently lost.
- **S2**: MFA lockout for all RP users; GRN acceptance fails for all sites; restore test fails.
- **S3**: Report export wrong column; single-module permission glitch; System Health warn on search index.
- **S4**: UI alignment; breadcrumb typo; feature request.

## Information to collect

- `installation_id` (Organisation Settings)
- `product_version` and `app.env`
- Steps to reproduce + screenshots
- Relevant `activity_log` timestamp / user
- Whether issue occurs on staging clone

## Escalation

1. L1 — customer admin / IT (config, users, backups).
2. L2 — vendor support (bugs, migrations, restore).
3. L3 — engineering (code fix, signed release).

## Out of scope (standard pilot)

- MHRA inspection representation
- Customer SOP authoring
- Infrastructure outside agreed hosting spec (see `HOSTED_DEPLOYMENT_SPEC.md`)

## Demo / training

Demo installs (`app.env=demo`) are **S4** unless blocking a signed pilot go-live date.
