Urgency A measure of how long it will be until an Incident has a significant Impact on the organization. For example, a high Impact Incident may have low Urgency, if the Impact will not affect the organization until the end of the financial year.
Critical Incident causes immediate and significant disruption affecting life-safety, business transaction-critical, teaching-related services while in use.  No workaround available. High Incident causes immediate and significant disruption but not affecting life, safety, business transaction-critical or teaching-related services while in use. 

No workaround available.

Moderate Incident will cause disruption in the near term. Workaround available. Low Work not affected.
Impact A measure of the effect of an Incident on organizational processes. Impact measures the number of clients potentially affected by an Incident. Campus Charles River or BUMC or BOTH P1 TechStatus & TechWeb with possible broadcast mail or SendWordNow P1 TechStatus & TechWeb with possible broadcast mail or SendWordNow P2 TechWeb P2 Ticket Notification
Multiple Groups Academic Unit, Administrative Unit, Building or Store P1 TechWeb P2 TechWeb P2 TechWeb P3 Ticket Notification
GroupDepartment, Floor, Instructional Environment P2Ticket Notification P2Ticket Notification P3Ticket Notification P3Ticket Notification
IndividualClient, Room, Office P2Ticket Notification P3Ticket Notification P3Ticket Notification P4Ticket Notification

Communication procedures in blue

Service Level Targets – Incidents 

Priority Initial Assignment* Resolution
P1 15 mins 2 hours
P2 1 business hour 4 business hours
P3 2 business hours 1 business day
P4 4 business hours 3 business days
Service Level Targets – Service Requests 

Priority Initial Assignment* Resolution
P1 30 mins 4 hours
P2 2 business hours 4 business hours
P3 4 business hours 2 business days
P4 1 business day By scheduled date
* Target time for initial assignment to an individual or a group (assigning to an accountable analyst changes the ticket’s status from “New” to “Assigned”, or to “Unassigned” if escalating to another assignment group).
Note: “Hours” = real time (24/7) while “business hours/days” = Monday through Friday, 9 AM – 5 PM