What do "Normal," "High," and "Critical" priority mean?

A: Incidents reported to the Help Desk are prioritized as Normal, High, or Critical:

Critical

• Affect a large number of people (scope)
• Individual outages will be considered critical if there is a same day critical deadline. (time)

Examples: filesharing problem with a grant submission deadline pending; divisional email outage

High

Affect a business-critical service for an individual without a same-day critical deadline.

Example: email access problem for one person

Normal - priority issues are those requests that are neither critical nor high priority.

Examples: machine is slow but useable; printer problem (but there are other printers available)

Target response times are based on the priority of the reported problem.

Please note that resolution times for incidents may vary depending on the nature of the request (i.e. a hardware problem may be responded to quickly, but may take longer to resolve if additional parts must be ordered).