Urgent Incident Response Protocol for P0 & P1 Escalation
Please note that our support team will operate with limited coverage during the 2025 holiday season. This document has been prepared to help our customers initiate escalations needed for urgent service incidents (P0 and P1).
Our global team is positioned to provide 24/7 optimal coverage for such events, enabling us to respond to and engage with the affected parties for the fastest resolution possible. Below outlines the protocol for engagement for rapid response and communication.
"Business Hours" (or Working Hours) are defined as:
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Days of Operation: Monday through Friday, excluding Saturdays, Sundays, and National/Bank Holidays in the United States, United Kingdom, and Argentina.
- Global holiday business/working hours will be announced.
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Hours of Operation (Seasonal UTC):
- March - October: 07:00–00:00 UTC
- November - February: 08:00–01:00 UTC
Incident Severity Definitions
Severity levels determine the impact on your business and the speed and scale of our internal mobilization. This protocol focuses on P0 (Critical) and P1 (High) incidents, which require 24/7 response.
Priority/Severity |
Definition of Impact |
Example Scenarios |
| P0 (Urgent/Fatal Service Disruption) | The service is completely unavailable or a core business function is fully compromised. Immediate, widespread, and catastrophic impact on end-users. | Service outage (100% downtime) |
| P1 (High/Critical) | The service is severely degraded, or a major component is impaired, leading to significant user disruption. Core business functions are functional but seriously hindered. Requires urgent 24/7 engagement. | Severe performance degradation (e.g., 80% of transactions failing), inability to access essential sub-systems, major platform error impacting a large user base. |
|
Not for escalation: P2 (Medium/Non-Critical) |
A non-critical function is impaired, or a low-impact issue is occurring. Business processes are largely unaffected. | Minor cosmetic issues, feature request, or localized, intermittent failures. |
|
Not for escalation: P3 (Low/Non-Critical) |
A minimal impact issue, such as a documentation error or minor visual bug. | Typo in interface text, non-essential dashboard reporting error. |
Customer Reporting Protocol
When a P0 or P1 incident occurs, using the designated channels ensures the fastest possible mobilization of our teams.
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Use Dedicated Support Channels: Always report critical incidents through our primary support portal.
- Xytech and ScheduALL: https://helpcenter.fabricdata.com/hc/en-us/requests/new
- Studio, Origin and Origin Insights: https://fabric.atlassian.net/servicedesk/customer/portal/2/group/3/create/40
- Immediate Notification: Clearly indicate the priority level (P0 - Urgent/Fatal Service Disruption or P1 - High/Critical) in the subject line
- Provide Essential Information: Include the following details to accelerate triage:
- A clear, concise description of the issue.
- Steps to reproduce the error (if possible).
- The business impact and estimated number of affected users.
- Any recent changes or activities that may have preceded the issue.
Above all, please know that our commitment to providing the best support and product stability remains our top priority. We understand the critical nature of your operations, and we are dedicated to ensuring a seamless experience. Our team will be working diligently to provide you with the very best support throughout this holiday season. Thank you.
Best Wishes & Happy Holidays from Fabric Support!