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 some disruption in the near term.

Workaround may or may not be 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
Group: Department, Floor, Instructional Environment P2Ticket Notification P2Ticket Notification P3Ticket Notification P3Ticket Notification
Individual: Client, 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