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Severity down the side, time across. Each cell names a role.
| Severity | What it means | First response | After 30 min | After 2 hours | After 8 hours |
|---|---|---|---|---|---|
| Sev 1 | Service down for everyone, or data at risk | On-call engineer | Engineering lead | Head of Engineering | Founder |
| Sev 2 | A major function unusable, workaround exists | On-call engineer | Engineering lead | Head of Engineering | — |
| Sev 3 | Degraded or affecting one customer | Support agent | Support lead | — | — |
| Sev 4 | Cosmetic or a question | Support agent | — | — | — |
A cell reading "the team" is an unassigned cell. Put a role in it, and a name on the rota sheet.
Who holds each role this month, and how to reach them out of hours.
| Role | Name | Hours | Contact |
|---|---|---|---|
| On-call engineer | Mon–Sun, 24h | ||
| Engineering lead | Mon–Fri, 09:00–18:00 | ||
| Support lead | Mon–Fri, 09:00–18:00 | ||
Fill in the contact column before you need it, not while an incident is running.
Four is usually right. Two is not enough to prioritise; six means the first argument of every incident is which level it is.