| 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 |
