Priority Guide
Reference for queue classification, gate SLAs, and escalation timing.
Priority Matrix
How the operating model interprets urgency across each gate.
LevelLabelGate 1Gate 2KB GateProduct GateMeaning
P0Critical15 min30 minImmediateImmediate
System down, data loss, or security breach. Both Ron and Donald are notified immediately regardless of desk.
e.g. App down, data loss, security vulnerability, payment failure
P1High2 hours4 hours24 hours24 hours
A user is blocked or a core feature is broken. The item jumps to the front of the queue.
e.g. User locked out, sync failure, duplicate charge, core feature broken
P2Normal24 hours48 hours72 hours72 hours
Standard support requests, product work, and code changes.
e.g. Feature how-to, roadmap intake, config change, PR review
P3Low72 hours1 week1 week1 week
Non-urgent work that can wait for the next review cycle.
e.g. Minor UI feedback, docs polish, FAQ cleanup
P4BackgroundBatchBatchBatchBatch
Accumulated through the day and processed in off-peak windows.
e.g. Bulk reports, usage digests, scheduled maintenance review
Escalation Ladder
What happens as a queue item approaches or misses its SLA.
Item enters queue
SLA clock starts and the item becomes active.
0%
Warning notification
Backup approver activates and the item is highlighted.
75%
SLA breach
Urgent alert. Gate 1 items can send a canned holding response.
100%
Auto-escalation
Priority can rise one tier and the request is reconsidered.
>100%
Gate Reference
Who approves what across the system.
Gate 1 · Public Exposure
Anything sent to a user or published publicly. Review for tone, accuracy, and brand voice.
Donald (backup: Ron)
Gate 2 · Code Changes
PRs, commits, and config changes. Agents open branches only; humans decide what merges.
Ron (backup: Donald)
KB Gate · Knowledge Updates
New KB entries, edits, and deprecations so shared knowledge stays accurate.
Both Ron and Donald
Product Gate · Enhancement Proposals
Roadmap changes, issue intake, and enhancement proposals that become tracked work.
Both Ron and Donald