Legend

Severity LevelDefinitionResponse Time
Critical
Major business processes are stopped15 Minutes to
60 Minutes
High
High-impact problem where production is proceeding, but in a significantly impaired fashion30 Minutes to
2 Hours
Medium
Business is degraded, but there is a reasonable workaround1 Hour to
4 Hours
Low
More of an irritation than a stoppage4 Hours to
24 Hours
TypeSeverity LevelResponse Time
Full OutageCritical15 Minutes to 60 Minutes
Phones DownCritical15 Minutes to 60 Minutes
Active Directory IssueHigh30 Minutes to 2 Hours
Backup IssueHigh30 Minutes to 2 Hours
Domain IssueHigh30 Minutes to 2 Hours
DUO/2FA IssueHigh30 Minutes to 2 Hours
Email IssuesHigh30 Minutes to 2 Hours
Firewall IssueHigh30 Minutes to 2 Hours
Internet/Network IssueHigh30 Minutes to 2 Hours
Peripheral Device Issue (mouse, keyboard, etc.)High30 Minutes to 2 Hours
VPN IssueHigh30 Minutes to 2 Hours
VPN/Tunnel IssueHigh30 Minutes to 2 Hours
VPS Inaccessibility /PerformanceHigh30 Minutes to 2 Hours
Add/Create ShortcutMedium1 Hour to 4 Hours
Adobe Application IssueMedium1 Hour to 4 Hours
Create/Remove Network DriveMedium1 Hour to 4 Hours
Disable User Access/Remove UserMedium1 Hour to 4 Hours
Fax/Fax-to-email IssueMedium1 Hour to 4 Hours
Hardware IssueMedium1 Hour to 4 Hours
LOB Application IssueMedium1 Hour to 4 Hours
Network Drives AccessibilityMedium1 Hour to 4 Hours
O365/Microsoft Application IssueMedium1 Hour to 4 Hours
OS/Windows IssueMedium1 Hour to 4 Hours
Password ResetMedium1 Hour to 4 Hours
Scanning/Printing IssueMedium1 Hour to 4 Hours
SNAPmobile Application Issue/SetupMedium1 Hour to 4 Hours
UAC PromptMedium1 Hour to 4 Hours
Website Access/Browser IssueMedium1 Hour to 4 Hours
Website Hosting IssueMedium1 Hour to 4 Hours
Call Detail Record Pull RequestLow4 Hours to 24 Hours
Create New Email AccountLow4 Hours to 24 Hours
Create/Disable Local UserLow4 Hours to 24 Hours
New User SetupLow4 Hours to 24 Hours
New Workstation/Laptop SetupLow4 Hours to 24 Hours
PBX Routing Adjustments/Holiday ScheduleLow4 Hours to 24 Hours
Setup New Extension/PhoneLow4 Hours to 24 Hours
Voicemail Change/IssueLow4 Hours to 24 Hours
WiringLow4 Hours to 24 Hours