Priority Definition

Priority is decided by considering both urgency and severity. When two projects/issues have same urgency, the project/issue with higher severity gets higher priority.

Urgency

Decided by the maximum allowable delay of response.

Grade Allowable Delay of Response
Non-Urgent OEM Projects: 90 days
Porting Projects: 120 days
Kernel Projects: 90 days
Utility Projects: 120 days
Hardware Projects: 90 days
Issues: 60 days
Normal OEM Projects: 60 days
Porting Projects: 60 days
Kernel Projects: 60 days
Utility Projects: 60 days
Hardware Projects: 60 days
Issues: 30 days
Urgent OEM Projects: 3~30 days
Porting Projects: 30 days
Kernel Projects: 30 days
Utility Projects: 30 days
Hardware Projects: 30 days
Issues: 15 days
Immediate Highest. Used only when the project/issue should interrupt other high priority projects/issues.

 

Severity

Severity is decided by considering potential advantage, opportunity, disadvantage, harm, value or loss of value the project/issue comes with. Value judgement can be in perspectives of corporate profit, team/department/corporate development or customer relationship.

Severity Definitions Required Response time
S1: Critical
  • System/Component is completely unresponsive of becomes unavailable.
  • A feature is completely non-functional or missing with no workarounds.
  • A security vulnerability can be very easily exploited to gain access to sensitive information and/or control of system/component.
  • Offensive language/words are presented to the user by the system/component
  • High customer/system/component impact
  • Loss of data
    		•
  • Profit gain/loss: More than 30% of annual revenue.
  • Project Dependency: more than 80% of projects or more than 20 projects will be greatly impacted on schedule/cost/quality.
  • Development: more than 60% expedition of key processes.
  • Customer Relationship: more than 80% of relationship enhancement/damage.
    		•
    S2: Major
  • System/Component is operational but with degraded performance, when compared to previously benchmarked data.
  • Major functionality of a feature is not working as expected but is still usable with some workarounds.
  • A security vulnerability is hard to exploit to gain unauthorized access to sensitive information, control/damage the system/component.
  • Medium customer/system/component impact
  • No loss of data
    		•
  • Profit gain/loss: 10% to 30% of annual revenue.
  • Project Dependency: 40% to 80% of projects or 10~20 projects will be greatly impacted on schedule/cost/quality.
  • Development: 20% to 60% expedition of key processes.
  • Customer Relationship: 50% to 80% of relationship enhancement/damage.
    		•
    S3: Moderate
  • System/Component is operational with NO performance degradation.
  • Minor functionality of a feature is not working as expected. There are easy workarounds available.
  • Low customer/system/component impact
    		•
  • Profit gain/loss: 3% to 10% of annual revenue.
  • Project Dependency: 10% to 40% of projects or 5~10 projects will be greatly impacted on schedule/cost/quality.
  • Development: 3% to 20% expedition of key processes.
  • Customer Relationship: 10% to 50% of relationship enhancement/damage.
    		•
    S4: Low
  • Cosmetic issue for e.g. typographical/grammatical mistakes, missing help text, formatting issue, GUI elements location etc.
    		•
  • Profit gain/loss: less than 3% of annual revenue.
  • Project Dependency : less then 10% of projects or less than 5 projects will be greatly impacted on schedule/cost/quality.
  • Development : less than 3% expedition of key processes.
  • Customer Relationship : less than 10% of relationship enhancement/damage.
    		•