SRV.A
Defect Handling
Production errors, API exceptions, and regression issues — prioritized through resolution.
// SUPPORT
Standardized support for software delivery teams: defect handling, release assurance, production troubleshooting, and API coordination.
SRV.A
Production errors, API exceptions, and regression issues — prioritized through resolution.
SRV.B
Release window coverage, configuration checks, and rollback readiness.
SRV.C
Root-cause analysis and monitoring/process recommendations.
01
Describe symptoms, impact, repro steps, version, and recent release info.
02
Manager grades P1–P4 and assigns engineering resources.
03
Mitigate, patch, regression test, and schedule release.
04
Document root cause; update knowledge base and monitoring.
Includes defect fixes, release assistance, and API coordination. Excludes new modules, large refactors, and long-term onsite work. 7×24 requires an upgraded plan.
P1 receives first response within 15 minutes under standard SLA. 7×24 via upgraded plan.
Repro steps, logs, request parameters, version, and recent release context.
Yes — API checks, critical path validation, and rollback drills.
New features and large refactors are quoted separately, outside standard SLA.