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
