Response time targets
| Severity | Description | First response | Resolution target |
|---|---|---|---|
| Sev-1 | Production down, security incident | 30 min, 24/7 | 4 hours |
| Sev-2 | Major feature broken, partial outage | 2 hours, 24/7 | 1 business day |
| Sev-3 | Minor issue, workaround exists | 4 business hours | 3 business days |
| Sev-4 | Question, feature request | 8 business hours | 5 business days |
Business hours are 09:00 – 18:00 Romania time (EET / EEST), Mon–Fri.
How to mark severity
Set the severity field when opening the ticket. If unsure:
- Production system unreachable right now? → Sev-1.
- Production system degraded for users? → Sev-2.
- Can you work around it? → Sev-3.
- "How do I" question? → Sev-4.
Do not mark routine questions as Sev-1. We triage every ticket so misclassified ones get re-routed, but inflating severity costs everyone time.
Escalation path
If your ticket is stuck:
- Reply asking for escalation. The team lead is auto-notified.
- Email escalations@photonspark.com. Reaches a senior engineer within 30 minutes 24/7.
- For Sev-1 in active progress, ping
@PhotonSpark Opson Discord. Fastest channel for live incidents.
After-hours coverage
Sev-1 and Sev-2 are covered 24/7 including weekends and Romanian public holidays. Sev-3 and Sev-4 wait for business hours.
Planning a high-risk event (launch, migration)? Tell us 48 hours in advance — we can pre-position on-call.
What slows things down
- Tickets without enough detail (see the first-ticket article).
- Replies from email addresses not associated with your account (we have to verify).
- Severity disputes — if you mark Sev-1 for a non-Sev-1 issue, the first reply is a re-classification, which adds a round trip.
Feedback
Email feedback@photonspark.com if a particular interaction went especially well or badly. We read these in our weekly support review.