PNC IT Priority Definitions 

As the setting of priority for an incident carries such an important weight in the delivery of service, it is imperative that this is applied in a consistent and fair manner for all clients. To ensure this, we have clear definitions to decide what priority any incident will come under based upon the business impact.

Prority Impact Urgency Examples
CriticalEntire company affectedMajor business stoppageServer crash
Hardware failure
Network failure
Malware outbreak
Internet outage
Security breach
HighEntire company affectedDepartment or large group affectedServer issue
Important files missing
MediumSingle user or small group affectedDegraded workflow but no outageApplicaiton issue
Printing problem
Fax issue
Email error message
LowWorking but annoying/inconvenient issueMonitor flickering
Application questions