| P1 - Critical | Major production outage affecting all users; cannot perform business operations | High number of failed or locked orders | 30 min | 1 hr mitigation, 4 hr resolution |
| P2 - High | Severe issue affecting core business functions but not fully down | Order processing delays, incorrect status sync | 60 min | 4 hr mitigation, 8 hr resolution |
| P3 - Medium | Non-critical issue impacting some users; workaround available | Minor UI bug, delay in bulk order updates, reports not generating | 2 hr | 24 hr resolution |
| P4 - Low | General issue or feature request with no major business impact | User query, configuration request, minor UX fixes | 4 hr | 72 hr resolution |