PRIORITY LEVEL DESCRIPTION. Critical A critical service is non-operational, impacting the Customer’s business, multiple End Users or multiple Sites; or severe functional error or degradation of Service(s) affecting production, demanding immediate attention. Business Risk is High Priority 2 Major The Customer’s business is experiencing failure or performance degradation that impairs the operation of a critical business Service, although a work around may exist; or Application functionality is lost; or significant number of End Users or major Site is affected. Business Risk is Medium Priority 3 Minor The Customer is experiencing a problem that causes moderate business impact. The impact is limited to an End User or a small Site; or incident has moderate, not widespread impact; or involves partial loss with minimal impact which is non- critical in nature. Business Risk is Low Priority 6 Change Request Standard service request (e.g. End User guidance and Change Requests); or updating documentation. Business Risk is Minor localised
PRIORITY LEVEL DESCRIPTION. Urgent An instance where customer’s production use of the software purchased is stopped or so severely impacted that the customer cannot reasonably continuebusiness operations using the software purchased. It may result in a material and immediate interruption of customer’s business operation that will cause a loss of customer data and/or restrict availability to such data and/or cause a significant operational impact to the customer. High An instance where one or more important functions of the software purchased are unavailable with no acceptable alternative solution. Customer's implementation or production use of the service is continuing but not stopped; however, there is a serious impact on the customer's business operations. Normal An instance where: (a) important software features are unavailable, but an alternative solution is available, or (b) less significant software feature is unavailable with no reasonable alternative solution; Customers experience a minor loss of business operation functionality and/or an impact on implementation resources. Low An instance that has a minimal impact on business operations or basicfunctionality of the software, or where customers ask questions regarding basic functionality of the software.
