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.
|Critical||Entire company affected||Major business stoppage||Server crash|
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|