Severity
- SEV1: checkout unavailable or wrong charges for most customers. Page the on-call, post on the status page within 15 minutes.
- SEV2: degraded checkout (slow, or failing for a subset). Page the on-call; status page if over 30 minutes.
- SEV3: no customer impact yet (a ticket alert). Handle in working hours.
Updates
Post an update every 30 minutes for SEV1 and SEV2: what is known, what is being done, next update time.