Priority Levels
All incidents are assigned a priority level based on business impact. During coverage hours, IT Accuracy categorizes and responds to problems according to the framework below.
Priority levels are assigned to all incidents, both system and user generated. Through the onboarding period, these priority levels will be further honed and agreed upon based on business requirements.
| Priority | Severity | Description | Response |
|---|---|---|---|
P1 P1 | CRITICAL |
The situation needs immediate attention. This level is reserved for issues having a critical impact on business operations. This is the highest priority, directly affecting customer's time-sensitive business functions or a majority of users. Ex: Internet Outage | Assign senior resources and begin resolution immediately. If senior resource determines on-site dispatch is needed, the tech will arrive within 4 hours of dispatch, traffic permitting. Updates are provided every 4 hours. |
P2 P2 | HIGH |
This level is used for issues with significant impact or time sensitive service requests that directly affect important administrative functionality and/or a large number of users. Ex: Quickbooks Crashing | Assign senior resources, begin resolution within 2 hours. If senior resource determines on-site dispatch is needed, the tech will arrive within 8 hours of dispatch, traffic permitting. |
P3 P3 | NORMAL |
Default level - does not require expedited handling. Does not directly affect core business functions or important administrative functionality, and generally only affects one or a few users. Ex: Printer not working | Assign resources and begin resolution within 24 hours. If senior resource determines on-site dispatch is needed, the tech will arrive within 16 hours of dispatch, traffic permitting. |
P4 P4 | LOW |
This level is not time sensitive. It has no immediate impact on business functions or administrative functionality. Ex: License Renewal | Assign resources and begin resolution within 48 hours. If senior resource determines on-site dispatch is needed, the tech will arrive within 24 hours of dispatch, traffic permitting. |
P5 P5 | REQUEST |
This type of request has the most time flexibility, and will generally consist of requests for new hardware, software, or upgrades (Move, Add, Changes). Ex: Provision account for new employee | Scheduled based on resource availability and user needs. |
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