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 |
|---|---|---|---|
| Critical | Entire company affected | Major business stoppage | Server crash Hardware failure Network failure Malware outbreakInternet outageSecurity breach |
| High | Entire company affected | Department or large group affected | Server issue Important files missing |
| Medium | Single user or small group affected | Degraded workflow but no outage | Applicaiton issuePrinting problemFax issueEmail error message |
| Low | Working but annoying/inconvenient issue | Monitor flickeringApplication questions | |