Rapid-fix loop SLAs

The operational definition of the promised rapid-fix loop — severity levels, response/resolution SLAs, and the fast path from a support ticket to a same-day release through the existing gates.

Severity matrix

Sev	Insurance example	Response	Resolution target
S1	Regulatory-reporting failure; claims-flow outage	minutes	same day
S2	Major feature broken, workaround exists	hours	1–2 days
S3	Minor defect, limited impact	1 day	next loop
S4	Cosmetic / low	best effort	backlog

The fast path

Support ticket → triage → squad fix → same-day release. Crucially, the fix still goes through the merge gate and security gates — speed comes from cheap execution, not from skipping checks. A production deploy remains an authorised step.

This is what "rapid-fix loop" means concretely: fast and safe, because the gates run in minutes.

Standards referenced: ITIL 4, SRE.