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Ticket prioritisation: explanations And examples

Guidance on what each ticket priority means and how they are worked on at Poq. This guide can be used in conjunction with agreed SLAs.

P1 - Critical

These are critical issues which result in the app’s functionality being unavailable, unusable or prevents all users from being able to complete a purchase through the app.

Examples of P1 Issues

  • Unable to open the app at all (e.g. crash on open, stays on loading splash image and does not proceed to app home-screen).
  • It takes 30 seconds or more for the app to open.
  • The app or Poq’s servers are down for more than 10 minutes (e.g. users cannot open any categories or see any products in the app).
  • No purchases can be made via the app (e.g. login does not work which is required at checkout, categories do not load or users cannot see any products in the app).
  • 50% or more of the product catalogue is not visible in the app when it should be.
  • 50% or more of the products are out of stock when they should be in stock.
  • 20% or more of the products are showing as £$0.

Process

  • Support will triage and fix if possible.
  • Technical escalations will be sent to Support Engineers to perform a roll-back if the issue is related to a release, or implement a hotfix to restore basic functionality.
  • Support will then be assigned the task to discuss with the wider business regarding how to implement a permanent fix.
Please note, after a complete triage, if the issue is linked to a third party or a client, the support team will work with the client to help restore its functionality. Poq will endeavour to get the app in a healthy state ASAP but any agreed workarounds to counter fix a (non-Poq caused) problem will not be part of the agreed SLA timeframes.

P2 - High

These are high priority issues that affect performance or key parts of the app being unusable but do not stop the shopping journey completely.

Examples of P2 Issues

  • Upon loading the app, splash screen is loading for 10 seconds or more.
  • Problems with the feed:
    • Feed timing out on client’s side meaning Poq are not pulling all products to the app (e.g. instead of 7000+ rows in feed file, 2000 are showing).
    • Feed processor aborts the process and 20% or more of the products show incorrect pricing.
  • Banners failing to load.
  • Cookie expiry for login resulting in users not being able to login to their account but still able to checkout as a guest user.
  • Colour swatch not showing on PDP and PLP resulting in users abandoning the shopping journey as they are looking for products of a certain colour.
  • 20% or more of categories or products are not visible or in stock in the app.
  • Push notifications not sending to APP in iOS, Android or both.

Process:

  • Support will triage and fix if possible.
  • Technical escalations will be sent to Support Engineers to perform a roll-back if the issue is related to a release, or implement a hotfix to restore basic functionality
  • Support will then be assigned the task to discuss with the wider business regarding how to implement a permanent fix.

P3 - Medium

These are less serious errors in part of the app but the affected part remains unusable. The app is still functioning as expected and purchases can be completed.

Examples of P3 Issues:

  • A banner on the homepage is not pointing to any products (this is solved through CMS as usually the banner is linked to an incorrect category).
  • Description on PDP is missing.
  • Lookbooks are not working as expected.
  • Product prices are showing decimals instead of rounded numbers (£10.00 instead of £10).
  • Image in-app is incorrect but correct in feed (usually due to images changing but image URL has stayed the same – simple fix in CMS).

Process

  • These issues will be triaged and investigated by Support and solved by Support team if possible.
  • Development work will be escalated to the correct Engineering team to agree on the correct fix and timelines in accordance with the agreed SLA and any confirmed releases.

P4 - Low

This is the lowest priority and issues are purely cosmetic issues with no impact on revenue.

Examples of P4 Issues

  • Product images are cut off in PLP.
  • Product images are duplicated.
  • Spelling errors.
  • Primary button colour changes.
  • Wishlist icon changes (asset or colour).

Process

  • These issues will be triaged and investigated by Support and solved by Support team if possible.
  • Development work will be escalated to the correct team to agree on the correct fix and timelines in accordance with the agreed SLA and any confirmed releases.

While Poq strives to maintain app availability at all times, occasionally unavoidable outages can be experienced following the deployment of code release or change.

These issues are normally picked up and rectified immediately during post-release testing.

If you notice a prolonged outage lasting more that 15 minutes, please contact us to report the fault.

Poq’s release windows are on Tuesdays and Thursdays from 08:00 - 10:00 UK time.