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Pickle assigns priority based on impact, not urgency alone.
Priority Levels
Critical
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Safety or compliance risk
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Total service outage
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Emergency services affected
High
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Major business impact
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Core service unavailable
Medium
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Partial service degradation
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Workarounds available
Low
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General enquiries
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Change requests
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Informational questions
How Priority Is Determined
Priority is assessed using:
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Service type
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Number of users affected
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Business or safety impact
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Availability of workarounds
Response Targets
Response targets are guidelines, not guarantees, and may vary depending on complexity and third-party dependencies.