Where this shows up

A POS or e-commerce outage costs a retailer revenue for every minute it’s down, yet incident processes built for generic IT support don’t always reflect that urgency — especially when the outage affects a subset of stores or a specific checkout flow rather than everything at once.

How we approach it

• Define priority rules based on revenue and channel impact, including partial outages affecting a subset of stores or flows.
• Build fast-track escalation from store support and e-commerce operations into IT incident management.
• Create playbooks for common POS and checkout failure modes.
• Track incident cost and recurrence to direct problem management where it protects the most revenue.

What changes

• Revenue-impacting incidents prioritized like revenue-impacting incidents
• Faster escalation from stores and e-commerce into IT
• Recurring checkout and POS issues identified and resolved at the root