Issue Priority and Severity
| Priority Name | Description | Severity |
|---|
| Total Outage | System Down — Complete loss of service for all users. No one can log in or access core functions. | S1 |
| Critical Block | Wide Impact / No Workaround — A vital feature is broken with no way to bypass it. Affects multiple teams or the entire company. | S1 |
| Major Block | Specific Flow / LOB — A vital feature is broken with no way to bypass it, but it is isolated to a specific business process or department. | S2 |
| Partial Failure | Workaround Available — A feature is malfunctioning, but users can still finish the task using an alternative method or workaround. | S3 |
| Minor Issue | Annoyance / Cosmetic — Visual bugs, typos, or UI layout issues. Zero impact on the ability to complete work. | S4 |
| General Request or Question | Support Request — General questions, how-to inquiries, or support requests not related to system issues. (Default) | S4 |
| Security Concern | Reports of issues that concern application security will be assessed as S1–S4 accordingly. | — |
SLO and Response
⚠️ All issues must be raised through the official OpenHands Support Portal. Issues submitted via other channels (e.g. email or Slack) are not covered by the SLOs below unless routed through the portal.
| Priority Name | First Response SLO (STANDARD) | First Response SLO (PREMIUM) |
|---|
| Total Outage | 16 hours M–F | 30 minutes 24×7 |
| Critical Block | 16 hours M–F | 4 hours 24×5 |
| Major Block | 1 day M–F | 4 hours 24×5 |
| Partial Failure | 2 days M–F | 8 hours 24×5 |
| Minor Issue | 3 days M–F | 24 hours 24×5 |
| Security Concern | 16 hours M–F | 24 hours 24×5 |
| General Request or Question | 3 days M–F | 24 hours 24×5 |
