IT Priority Descriptions

Emergency: Critical Impact

Any request which is important and requires immediate action as it is business critical/urgent. Any request that requires immediate action such as, internet or phones are down for your location, disabling of a user account, password reset, think you have a virus.

Urgent: Significant Impact

Any request which is important but may not require immediate action such that it is not business critical/urgent. Any request that requires quick action such as, an individual computer cannot access the network, phone does not work, computer will not start or function properly.

Normal: Minor impact

Moderate loss of functionality or performance. Any request which is important but does not require immediate action, such as printer not working, setup new staff, can't access a website, need instruction.

Low: Informational

Minor loss of functionality, any new service/product requests, how-to questions. Any request that is important but not time sensitive, such as new staff starts in a month, purchase of new or upgraded software, replacement parts or upgrades.