Incident Severity Levels

Ticket priorities are determined using a combination of impact and urgency to ensure that issues are addressed in a timely and efficient manner.

We appreciate that any issue reported to us is generally sufficiently frustrating for you as the end-user to want a quick resolution, it is however, important to correctly report the impact to allow us to provide the best response. 

Raising a minor issue as Urgent may initially appear to be the best way to force a quicker response to your ticket but may actually be counter-productive as we need to respond with set incident response procedures. 

Also consider a real "total-outage" scenario in which we are unable to resolve quickly for you as our engineers are responding to another, previously raised minor issue, that had been incorrectly reported as Urgent.

Our engineers have visibility of tickets created from multiple users within the same company and will raise the severity to reflect any issue as it evolves.

URGENT A critical issue that affects a large number of users in your business.
	A total outage resulting in the business unable to trade		All users affected		No workaround or alternative options
HIGH A significant issue affecting a limited number of users in your business.
	A significant issue affecting multiple users such as connectivity to a branch site location.		Large numbers of users or entire teams impacted		Workaround may be available but adds significant time or difficulty
MEDIUM An issue that causes errors, minor problems for users, or a heavy system load.
	A minor issue affecting some users, or a single business critical user affected by a significant issue.		Low number of users affected		Workaround is available
LOW An issue that affects a single user or a minor problem that affects a system or service but doesn't have a serious impact on users.
	Password resets, Workstation issues (including printers) and single user application issues.		Single users affected		No workaround is required