Priority levels for tickets

Priority	Definition	Example Issues	Target Resolution	Release Guidelines
High	A customer-reported issue or blocker that prevents or severely delays a user’s goal.	App crash, data loss, broken website forms, broken authentication flow	Fixed within 30 days	Fix can be committed after T-10 Code Freeze
Medium	A frustrating friction point or an issue so “cringey” it erodes trust.	Documentation gaps, misleading error text or guidance, complex UX, inconsistent user interactions, functional regressions	Fixed within 60 days	Fix can only be committed before T-10 Code Freeze
Low	An inconsistency that affects polish.	UI misalignment, unclear labels, minor documentation errors, cosmetic regressions	Fixed within 90 days	Fix should be committed before T-19 Code Complete, if submitted after Code Complete it may get bumped to the next release.

Assigning priority levels

Priority levels on Jira tickets should be filled in by the ticket reporter using the Priority field. The triage team will review and update priority levels based on the guidelines above.

Bug tickets are sometimes assessed on a case-by-case basis and further considerations may be applied, such as whether the bug is a recent regression or not, how risky the bug fix is, or whether it’s more effective to revert code that initially caused the bug.

Frequently Asked Questions

Why are we doing this?

• We want to consistently deliver high quality products and interactions with our customers. Priority guidelines enable us to prioritize and address quality issues that can erode trust in our brand.