This covers incidents where there is a total loss of service with no possible workaround. In these situations there could be a risk of financial loss or reputational damage with external clients being affected. Please call us immediately to ensure that you are prioritised.
P1 tickets are classed “critical” and have a 1 hour response time.
This covers incidents where there is a significant loss of service with multiple users affected. In these situations no acceptable workaround is available and escalation may be required.
P2 tickets are classed “important” and have a 4 hour response time.
This covers incidents where a small number of users are affected with acceptable workarounds possible.
P3 tickets are classed “medium” and have a same day response time.
This covers incidents of minor disruption, general support and maintenance activities.
P4 tickets are classed “normal” and have a same day response time.
This covers general inquiries where there is no requirement for an immediate reply.
P5 tickets are classed “low” and have a next day response time.