Escalation Process for P0 Issues

What Is a P0?

A P0 (Priority 0) incident means:

• Complete system outage affecting all customers
• Data breach or security incident
• Active revenue loss across the platform

Escalation Chain

1. First responder: Any engineer or support agent who detects the issue
2. Incident commander: The most senior available engineer
3. Communications lead: Marketing/Support lead (customer notifications)
4. Executive sponsor: CTO (for resource decisions)

Process

1. Detect — Identify the P0 condition
2. Declare — Post in #incidents channel with @incident-commander
3. Triage — Incident commander assigns roles within 5 minutes
4. Mitigate — Fix or rollback; don’t wait for root cause
5. Communicate — Update status page and affected customers every 30 min
6. Resolve — Confirm fix in production
7. Post-mortem — Schedule within 48 hours

SLA Targets

• Time to acknowledge: 5 minutes
• Time to mitigate: 60 minutes
• Post-mortem: Within 48 hours