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 Qodea Support Analyst & Engineer to determine an appropriate priority and action based on business impact.