As part of the Incident Management process, each Incident Record has an assigned priority based on the impact and urgency that sets the target resolution time from the raising of the Record.
The table below gives an overview of the main priority levels.
|
Pty
|
Importance
|
Service Level Target
|
Indicator Guidance for Determining Priority
|
|
1
|
Critical
|
4 working hours
Time for Customer Acknowledgement
< 30 minutes
|
One of the following has been seriously compromised.
- Is there a significant Health & Safety issue?
- Is the University reputation to the general public at risk?
- Is the service affected preventing a business critical process from taken place?
- Are there immediate significant financial implications to the University?
Examples:
- Emergency phone number unavailable
- Malicious security attack (e.g. Virus, Phishing, SPAM)
- Individual user affected resulting in major business or revenue impact without a suitable workaround
- Critical batch process missed (e.g. payroll transmission)
|
|
2
|
High
|
8 working hours
Time for Customer Acknowledgement
< 30 minutes
|
None of the P1 indicators have been seriously compromised; however the following indicators or symptoms are present:
- Core service unavailable.
- One or more servers providing access to core services down
- Rapid restoration of the degraded service is of high or critical importance, to the business operations of University or department(s) affected.
- Potential impact of a degraded service is deemed to be high.
- There is not an adequate workaround available within the Customers normal working environment.
Examples:
- Total service outages;
- Whole departments/buildings affected;
- 5 or more staff workstations down in two or more locations;
- Business critical application unavailable;
- Network Filestore threshold <= 1%;
- VIPs impacted;
- Bluesocket gateway degraded /unavailable;
- Switch failure;
- Potential to miss critical batch process;
- Slow service response times
|
|
3
|
Medium
|
4 working days
Time for Customer Acknowledgement
< 30 minutes
|
- The service is generally available.
- Less than 5 customers reported as being impacted.
- Rapid restoration of the service is not considered critical to the business operations of University or departments affected but may be considered to be of high importance to the individual(s).
- Standard target for all Service Requests
Examples:
- Workstation(s) unavailable,
- Single program affected (Email client); Individual workstation in multi-workstation environment,
- Standard target for Service Requests
|
|
4
|
Low
|
Greater than 4 working days
Time for Customer Acknowledgement
< 30 minutes
|
- Agreement reached with the customer to resolve the issue by a certain date
- Incidents from a pilot project (not supported service)
- Best Endeavours support for services not currently documented within the Service Catalogue.
Examples:
- Customer on annual leave and not available until they return;
- Providing feedback to project on pilot phase of an application rollout;
- Best Endeavours support for non-standard hardware;
- Invalid calls to ITS Service Desk
|
Note there are also two priorities which are used solely by the Audio Visual team:
0 - Immediate which relates to a 30 minutes response and fix for incidents affecting live lectures or activities taking place in supported rooms.
2 - AV which is used for the 8 hour support contract they provide for Conferences equipment.
Priority classification forms an important part of the Incident Management process and if you have any questions, please do not hesitate to contact Shane Parsons or Jas Dhillon.
