Incident priority tiers
Labels help route work — they do not replace contractual SLA maths in /sla/.
| Tier | Typical triggers | Acknowledgement target (India business mornings) |
|---|---|---|
| P1 | Regional customer-visible outage; payment capture stopped; pervasive mail relay failure cluster | same business morning |
| P2 | Elevated latency or degraded feature with workaround | next business morning |
| P3 | Single-tenant breakage without blast radius across POP | best effort within SLA queue |
| P4 | Informational questionnaires, roadmap asks | standard queue cadence |
Executive bridge lines and internal conferencing bridges intentionally omitted — procurements route through ticketing with [priority] subject hints when outages span teams.