Incident management
Severity levels
Incident management
Severity levels
Understand the severity of an incident.
To make it easier to understand the severity of an incident, we have created a severity scale.
What severity is assigned to an incident?
Based on the check that failed, the severity is assigned to the incident. For example, if a certificate is expiring in 14 days, the severity is Medium. If the service is unreachable, the severity is Critical.
A list of severities and their check types can be found below.
| Check | Severity |
|---|---|
| Uptime heartbeat | Critical |
| SSL certificate expired | Critical |
| Domain expired | High |
| Hard performance threshold exceeded | Medium |
| Median performance increased | Medium |
| Domain expires soon | Low |
| SSL certificate expires soon | Low |
Severity scale
| Severity | Description |
|---|---|
| Critical | The service is unreachable or unusable. For example, two consecutive heartbeats of an HTTPS monitor failed. |
| High | Impact on the service related to the incident is noticeable and requires action. |
| Medium | This severity is important, but does not immediately impact service availability. It is assigned to incidents such as a certificate expiring in 14 days. |
| Low | Events that happened, but do not impact service availability directly. For example when a certificate change was detected. |
| None | Purely informational, used by i.e. resolved notifications. |