Ticket Priority Classifications for Incidents

Incident/Request Severity

Priority

Time to Respond

Time to Resolution

Time to Escalate

Level 1

Critical

30 Min

4hrs

30 Min

Level 2

Urgent

60 Min

8hrs

60 Min

Level 3

Normal

4hrs

3 business days

120 Min

Level 4

Low

8hrs

5 business days

480 Min

Level 1: Critical

  • Incidents with severe mission critical impact enterprise wide service outage
  • Classes taking place (or about to) with a technology incident
  • Virus and worm attacks
  • Incidents with group support performance outage

Level 2: Urgent

  • Opened by VIPs (Deans)
  • User machine unusable

Level 3: Normal

  • Regular Incidents

Level 4: Low

  • Provisioning and De-provisioning of new employees
  • Installation of new hardware or software

Level 5: Special Project

  • Used for Application enhancements or Project type requests.(close them down once these become projects)