Core Platform Team/PET SLAs/Task Priority SLAs

The priorities used for CPT projects follow the WMF priority levels. For our Clinic Duty Team, the priorities translate into the following urgency levels. We are undertaking an iterative improvement process to work toward achieving these SLAs.

Unbreak Now(UBN)
These tasks will be picked up by the Clinic Duty Team during daily triage of the CPT Inbox. The task is evaluated to ensure it is definitely UBN and is immediately assigned to an Engineer to begin working to resolve it.

First Response: 24 hours

Scheduling: Immediate

High
These tasks are considered to be extremely important but the urgency is on the order of days rather than hours. The task is evaluated and should be picked up next by the next available Engineer.

First Response: 24 hours

Scheduling: Current Sprint

Medium
These tasks are planned into iterative sprints and should be picked depending on how they are ordered versus the number of High tasks that are taken on.

First Response: Current Sprint

Scheduling: Within 3 Sprints

Low
These tasks will be planned into future sprints but it may take several sprints for them to be worked on.

First Response: Next Sprint

Scheduling: Future Sprint

Lowest
These tasks will take much longer to be planned into a sprint.

First Response: Next Sprint

Scheduling: Future Sprint

Needs Triage
Tasks that arrive without priority take additional time to evaluate as they require deeper investigation to determine the level of severity and urgency.

First Response: Within Current Sprint

Scheduling: Dependent on Priority