Incident Classifications, Management and Response Times

Last updated March 22, 2019.

Critical: 30 Minutes

This is an EMERGENCY condition that significantly restricts the use of an application, system or network to perform any critical business function. This could mean that several departments of the client are impacted.

High: 2 Hours

The reported issue may severely restrict use of key devices in the network. This could mean that a single department is impacted but the overall network and servers are functioning

Medium: 4 Hours

The reported issue may restrict the use of one or more features of the system, but the business or financial impact is not severe.

Low: 24 Hours

The reported anomaly in the system does not substantially restrict the use of one or more features of the product to perform necessary business functions.