Incident Management
🔧 Definitions for Severity and Priority When Raising a New Incident
🚨 Severity Levels
| Severity | Infra/App Incidents | Data Incidents | Resolution Target |
|---|---|---|---|
| Severity 1 – Critical | The whole of LUNA is down or inaccessible to end users | Key data is corrupted/lost, such as: • Data loss affecting Patient data • Breach of data integrity • Regulatory compliance risk (e.g., GDPR violation) | ⏱️ Within 4 hours |
| Severity 2 – High | A significant part of LUNA is erroring, unavailable, or malfunctioning (e.g., a view or worklist; no workaround for users) | Data issues affect business operations, but workarounds exist: • Delayed data processing • Incorrect data causing confusion/errors • Partial corruption in non-critical systems | ⏱️ Within 1 business day |
| Severity 3 – Medium | A function is not working as expected, but a workaround is available | Data issues are noticeable but do not affect core functionality: • Inaccurate data in non-critical reports • Data sync issues between environments • Non-compliance with internal standards | ⏱️ Within 3–5 business days |
| Severity 4 – Low | Cosmetic issue not affecting functionality | No impact on operations or decision-making: • Typos or formatting issues • Minor discrepancies in archived data • Enhancement requests for validation/structure | ⏱️ Within 1–2 weeks |
| Severity 5 – Informational | Query or question | Query or question | ⏱️ Within 1–2 weeks |
📌 Priority Levels
| Priority | Type | Resolution Target |
|---|---|---|
| Priority 1 – Urgent | Affects all or many users across departments • Prevents national reporting • Impacts internal management reporting | ⏱️ 2–4 hours |
| Priority 2 – Scheduled | Agreed with the trust and targeted for their next release or patch | ⏱️ 2–4 weeks |
| Priority 3 – Future | Potential inclusion in the release after the current one | ⏱️ 4–12 weeks |
| Unprioritised | Tickets not yet prioritised | ⏱️ Future date |