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 outbreak Internet outage Security 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 issue Printing problem Fax issue Email error message
Low	Working but annoying/inconvenient issue		Monitor flickering Application questions