Terms
Incident is malfunction of the platform
Time of incident occurrence is a time of receiving information about the incident from the initiator
Time of incident closure is the time at which the initiator received information about the elimination of the consequences of the incident
Remediation time is the time interval between the time when the incident occurred and the time when the incident was closed

Types of incidents, remediation times, standards
Emergency
Total or partial inoperability of the platform that prevents all users from using it.
The remediation time is 1 hour, up to 4 per year
Visible
Error in creating an order after pressing the button to place it; inability to obtain the electronic results of the created order; lack of goods or certificate at the time of placing the order, provided that it was in the showcase.
The remediation time is 2 days, not more than 1% of the number of orders.
Critical
Malfunction of the platform, blocking its use by individual users; inaccessibility of certain services on the platform
The remediation time is 2 days, the maximum number of events is not defined.
Urgent
Malfunction of the platform not blocking its use
The remediation time is 7 days, the maximum number of events is not defined.
Low priority
Malfunctioning, not described in other incident types and unnoticed by users
The remediation time is determined by common sense, the maximum number of events is not defined.