Support Request

Support Request Priority Descriptions

  • P1
  • P2
  • P3
  • P4
  • P5
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.

Award Winning