| Critical |
Complete impact to productivity or service affecting many or all customer end-users. |
30 Minutes (24x7) |
1 Hour (24x7) |
2 Hours(24x7) |
| High |
Higher impact to productivity or service, multi user impact, multiple services not working. |
1 Hour (Business Hours) |
4 Hours (Business Hours) |
8 Hours (Business Hours) |
| Medium |
Lower impact or individual impact, smaller issues affecting more than 1 person. |
8 Hours (Business Hours) |
2 Days (Business Hours) |
2 Days (Business Hours) |
| Low |
Low impact to productivity or service, or other task that can be scheduled for convenience or preventing a disruption. |
2 Days (Business Hours) |
3 Days (Business Hours) |
3 Days (Business Hours) |
| Information |
No impact to productivity or service, may require additional information from a 3rd party, scheduled task that needs to be planned greater than 5 business days from ticket creation. |
2 Days (Business Hours) |
4 Days (Business Hours) |
N/A |