Common use of INCIDENT PRIORITY Clause in Contracts

INCIDENT PRIORITY. Each new Incident will be assigned a priority level by the Service Desk based on the following definitions. These levels allow us to prioritise resources and escalate where appropriate. Priority Description 1 - Critical A major Incident resulting in total loss of service. 2 - High A major Incident resulting in a severe service degradation or loss of service to a significant percentage of users. 3 - Medium A minor Incident resulting in a limited or degraded service or a single end user unable to work. 4 - Low General, single user with degraded service, non-service affecting support. 5 - Service Request Request for a change to an existing service or system, a request for information or simple questionnaire to be completed.