What are your Priority Levels and Definitions? What are your Priority Levels and Definitions?

What are your Priority Levels and Definitions?

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Priority Levels & Definitions

Priority 1 (Urgent)

Critical service issue affecting all end users. Service unavailable or unusable with no workaround in one or more geographical regions or business units.

Priority 2 (High)

The service issue is critically impacting a significant proportion (10% - 30%) of end users or critically impacting collaboration among end users.

Priority 3 (Normal)

The service issue affects an individual, a small number of employees, a non-critical function or a workaround is easily available.

Priority 4 (Low)

The service affects an individual or small group or the customer requests a change to the functional specification.

 

Contact Type Definitions

Service Requests

are defined as ‘a request from a user for information, advice, a standard pre-approved change, or access to a service.'

Incident

is ‘an unplanned interruption to an IT service or reduction in the quality of an IT service.’

 

**NOTE** It is the responsibility of the CTS Support Analyst & Engineer to determine an appropriate priority and action based on business impact.