Priority Levels

In order to better support the clients we follow industry standard prioritization

• Critical –All users in an organization are unable to work and there is no work around.Examples:
  Network outage (including Internet outage)
  Virus affecting all systems
  Server, Accounting or POS outage

• High – Minimum of 35% users in an organization that cannot use hardware or an application and there is no work aroundExamples:
  Network outage  
  Virus affecting systems
  Printer outage resulting in no other available printer for effected personnel.

• Medium – One user is unable to use hardware or an application or an automated scheduled process failed.Example:
  Single system effected which results in a security risk or system unavailable.

• Low – Scheduled tasks, new requests, and documentation requestsExamples:
  Application installations and upgrades.
  New employee and/or new system setup
  Documentation of process, policy, schematics, user and system configurations.