Category:	Incident:	Severity:
Network	Head Office Internet Down / Unstable	1
	Store Internet Down / Unstable	2
	Firewall Change	3
	Unblock Website	4
	Setup User Accounts	4
	General Network Query	4
Email	User email not working	3
	Setup Email account in Outlook	4
	Create new email account	4
	Distribution list add / remove	4
	Change Signature	4
	Mimecast Query	4
Phones	3CX  Down	1
	Store Phones Down	2
	Store Phones Problematic	2
Software	Windows Crashed	3
	Install Software	4
	Troubleshoot Application Error	3
	Intranet Down	1
	User Unable to Print	3
Hardware	Server Crashed	1
	User PC Hardware Issue	3
	Upgrade / Install Hardware	3
	Printer Error	3
	Change Printer Settings	3
General Request	Purchase New Hardware / Software	4
	Access Request	3

 

Severity Code:	Description:	Measurement Period	Acknowledgment	Responses	Target Resolution Time
Severity 1 (Urgent)	Typically associated with Customer risking major financial loss or risking failure to meet contractual obligations.	Measured 24x7.	15min	2 hours	2 hours
Severity 2 (High)	Typically associated with service disruption to multiple users although not necessarily causing major financial or contractual risk to Customer if corrected within service Levels.	Measured during Business Hours.	15min	4 hours	4 hours
Severity 3 (Medium)	Minor business {Anti-Virus, Group Portal, Local Printing) impact - individual users affected only. The majority of end-user Incidents will be assigned this Severity.	Measured during Business Hours.	15 min	8 hours	8 hours
Severity 4 (Low)	Low impact Incidents	Business hours.	15min	24 hours	24 hours
Note:
1	Severity 3 and Severity 4 Problems reported outside normal working hours will be treated as though they were received at 08H00 the next normal working day.
2	In the absence of no severity classification the default severity will be 4.
3	It must be stated that the time frames indicated for resolve times are the average times required to resolve a logged incident / event. The ICT Team will always endeavor to provide excellent support, and as such will always aim to improve on these times. Note that the maximum time to resolve an incident / event is three times the average times indicated above.
	Time to Respond shall mean the elapsed time between a report of a Problem to the  ICT Team and the commencement of problem resolution efforts.
	Time to Resolve shall mean the elapsed time between commencement of the problem resolution efforts and the successful resolution (i.e. repair, not escalation) of the problem. These time limits shall not apply during the Transition Period, unless agreed to by both Parties in writing