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Support Request

Support Request etc.

SUPPORT REQUEST PRIORITY DESCRIPTIONS

Priority 1: Major Business Impact

A fault that critically impairs the business and has no workaround solution.

For example, if your server has gone offline this would be a Priority 1.

PRIORITY 2: SIGNIFICANT BUSINESS IMPACT

A fault that seriously impairs the business and has no workaround solution. However, the business or user can continue in a restricted mode

PRIORITY 3: MODERATE BUSINESS IMPACT

An intermittent hardware/software problem. The business/user is still able to perform key tasks. A new user request would be classified as a Priority 3

The user can use another device as a temporary measure.

PRIORITY 4: INCONVENIENT BUSINESS IMPACT

A fault for which there is no direct impact on business operations & the problem usually impacts a single user, or is required for the orderly maintenance of the network or client administration.

PRIORITY 5: NEW SERVICE OR PROJECT REQUEST

A request for a new service, device and software etc.

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