IT Support and services for London based businesses

Priority Definitions

Priority 1

This is the highest priority available, and should only be assigned for very serious incidents relating to part of the core infrastructure or services:

  • Prevents the effective use of any major service
  • Implies a serious breach of security
  • Has serious implications for the reputation of the customer
  • In the opinion of the IT Help Desk Supervisor/Manager, is serious and requires immediate attention
  • Occurs during a busy/critical period

Priority 2

This represents a serious incident, and should be assigned relatively infrequently:

  • Prevents the effective use of any service
  • Has possible implications for the reputation of the customer
  • Has very serious implications for an individual user
  • In the opinion of the IT Help Desk Supervisor/Manager, warrants this priority

Priority 3

This represents a “typical incident”, and should be the most frequently assigned priority.

  • Prevents the use of any fully supported service by an individual
  • Has possible implications for the reputation of the customer
  • Affects an individual user, who does not know how to proceed in a fully supported application

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