Understanding Service Response Priorities
This document defines the service priority classifications used during support and operational incidents.
Emergency Priority
Used for complete outages, major security incidents, or severe business interruption.
Urgent Priority
Used for major degradation affecting critical operations.
High Priority
Used for significant functionality impairment with operational impact.
Normal Priority
Used for standard operational support requests.
Low Priority
Used for informational requests, planning items, or minor non-critical tasks.
Priority Assignment Standards
- Priorities should reflect operational impact
- Customer-facing outages receive elevated priority
- Security-related incidents should be escalated immediately
- Infrastructure instability should not remain in low-priority queues