Priority Level |
Definition |
Response Target |
Critical |
Loss of service that cannot be circumvented |
95% of the calls to be acknowledged in 15 minutes and responded within 2 hours |
Major |
Partial Loss of Service or service impairment |
85% of the calls to be acknowledged in 15 minutes and responded within 4 hours |
Minor |
Potential service affection to only a particular user or a set of users |
75% of the calls to be acknowledged in 15 minutes and responded within 8 hours |
Request |
Non Service Affecting or Informative |
65% of the calls to be acknowledged in 15 minutes and responded within 24 hours |
Question |
Questions regarding the Service or features |
55% of the calls to be acknowledged in 15 minutes and responded within 24 hours |