P1 - Critical
Definition:
System down, major cashier issues, game provider outage affecting all players, deposits or withdrawals failing globally, bankroll/risk issues that can cause financial loss, or anything blocking revenue.
Impact:
All users or all transactions affected.
Expectation:
- Response time: Immediate (within 15 minutes)
- Resolution target: 2 hours or continuous work until fixed
- Work mode: All-hands, 24/7, no waiting until next day
P2 - High
Definition:
Serious functional issues but not a complete outage. Examples:
- Casino/game category broken
- Major UI bugs affecting deposits or gameplay for some users
- Delayed wager claims or delayed earnings
- High-risk financial bugs with a workaround
Impact:
Large group of users affected or revenue at risk.
Expectation:
- Response time: 1 hour
- Resolution target: 8–12 hours (same day)
P3 - Medium
Definition:
Standard bugs or feature regressions that affect functionality but have a workaround. Examples:
- Styling/UI issues
- Incorrect texts
- Issues with analytics, dashboards, or admin panel
- Non-critical delays in reporting
Impact:
Some users affected but no financial/revenue risk.
Expectation:
- Response time: 4 hours
- Resolution target: 2–4 days
P4 - Low
Definition:
Low-impact bugs, small cosmetic improvements, backlog items. Examples:
- Minor UI quirks
- Cosmetic mobile adjustments
- Small admin panel enhancements
Impact:
No revenue loss and no urgent player impact.
Expectation:
- Response time: 1 business day
- Resolution target: 1–2 weeks
P5 - Very Low / Nice-to-Have
Definition:
Wishlist, optimisations, long-term improvements. Examples:
- UX polish
- Refactoring
- Future enhancements
Impact:
No revenue loss and no urgent player impact.
Expectation:
Response time: 1–2 business days
Resolution target: When planned in sprint cycles (no urgency)