I have noticed that internally, there is usually a good ettiquette with only marking incidents with urgent severity if they are truly urgent. Since what goes ar

I have noticed that internally, there is usually a good ettiquette with only marking incidents with urgent severity if they are truly urgent. Since what goes around comes around, nobody wants to set a precedent for unnecessarily making people work extra/get up in the middle of the night to fix something. And if you "own" an incident and know that it's not urgent (for example, some team in Asia producing non-prod analytics reporting creates an "urgent" incident that wakes you up because their data is ingesting slowly) you are ok with downgrading the severity and going back to bed. Your system sounds like a good system to me for more customer-vendor types of situations. My issue with certain support contracts is that no matter what severity your issue truly is, you will get routed to a "support engineer" who will waste your time asking you whether you've tried turning it off and back on again / whether a 10% of the time transient issue is infrequent enough to mark the issue resolved, etc. It would be so nice if there were technical PMs or capable engineers who could actually forward real, breaking issues to on call engineers. There is a certain large, well known big data company whose main product I will never recommend again due to my terrible bug/support experience with them. No triaging whatsoever and a terrible lack of skills among their employees