| Priority 1 | | Definition | An issue with a business critical service which results in multiple users being unable to work | | First Response | 30 Minutes | | Closure Target | 4 Working Hours | |
| Priority 2 | | Definition | An issue which results in a single user being unable to work, or a fault with a non business critical service that affects multiple users. | | First Response | 2 Working Hours | | Closure Target | 10 Working Hours | |
| Priority 3 | | Definition | A non business critical system is impaired, but users are able to continue to work. | | First Response | 4 Working Hours | | Closure Target | 14 Working Hours | |
| Backup Priority | | Definition | Any issue or error relating to a backup not completing successfully. | | First Response | 7 Working Hours | | Closure Target | 28 Working Hours | |
| Change Request | | Definition | A request to make a change to the system, such as adding or removing users, changing permissions, granting access, etc. These are requests that can normally be predicted and therefore planned in advance. | | Closure Target | 19 Working Hours | |
| 24 Hour Case | | First Response | 1 Hour (Please note this is only available to clients subscribing to our 24 hour service). | |
