| Emergency | Critical issues requiring immediate resolution (typically P1/P2) |
| Normal | Routine updates reviewed in weekly CAB meetings (typically P3/P4) |
Approved CMS Templates: Maximum 5 working days from approval to production (including development and testing)
| Priority | Response Time | Resolution Time | Examples |
|---|---|---|---|
| P1 – Critical | 15 minutes | 2 hours |
Bug Example: Complete CMS outage, all content not showing on Web/App. Immediate Incident Meeting is setup with IT Support team.
Security Example: Unauthorized access to content management system or data breach detected.
|
| P2 – High | 1 hour | 4 hours |
Bug Example: Single content piece failing to save/preview, or not pulling through as expected. Core functionality remains operational.
Change Example: Urgent content structure change required for regulatory compliance.
|
| P3 – Medium | 4 hours | 24 hours |
Bug Example: Minor UI glitches, formatting issues in editor interface that don't block content creation.
Change Example: New content type request for upcoming campaign (non-urgent).
|
| P4 – Low | 1 business day | 5 business days |
Change Example: Cosmetic improvements to editor interface.
Question Example: General best practices inquiry about content modeling.
|
Email: content@psg.co.za
Phone:
Emergency After Hours:
Please include: