The highest severity assigned, where there is an extensive service disruption and customer functions are disabled. Priority 1 status is assigned when there is a network outage, when an application is unavailable, when a platform is unavailable, or when a department’s operations are severely impacted, requiring immediate response from IT. Priority 1 incidents are responded to by support personnel within fifteen minutes, during normal business hours (07:00 to 17:00). After hours, response time is within twenty minutes, with onsite response within two hours, if incident cannot be resolved from home. Incident will be worked around the clock until resolution. A call should be placed to the Help Desk, to communicate that you received the page and are working the problem.
Described as a critical incident where customer service is affected and immediate response is required. In addition, production abends, viruses, printers and workstations located in clinical care areas, are classified as priority two incidents. Priority 2 incidents are responded to within fifteen minutes during normal business hours. After hours, response time is within twenty minutes, with onsite response within two hours, if incident cannot be resolved from home. A call should be placed to the Help Desk, to communicate that you received the page and are working the problem.
Described as non-critical, low-impact incidents, usually affecting a single customer. Priority 3 incidents are responded to within 8 business hours. Calls received after hours or on weekends are responded to the next business day. Communication of expected response time, should be communicated to the customer.
NOTE: The above descriptions are guidelines for assigning a priority to an incident. If it is unclear what priority to assign an incident (the incident seems to fall between two definitions), assign the higher priority. In addition, there will be situations where common sense will dictate assigning a higher priority to an incident.
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