An Urgency Level (UL) defines the amount of time a ticket may take to be resolved.
These times are not definite and are only used as a guideline as unforeseen issues may arise as well as circumstances beyond our control.
Urgency will be determined by the severity of the problem as diagnosed by the technician AND the actual impact to productivity.
The purpose for a UL system is to organize and prioritize the requests that we receive. When the system is adhered to and fully utilized, all requests can be handled quickly and with the highest level of service.
When submitting a ticket…
o A UL can be specified but understand that the final decision will be made by the technician assigned to your ticket.
o Please give as much information about the reason for your UL as that will help in an accurate determination.
Urgency Chart and Definitions
| Urgency Level | Response time | Resolution Objective |
| None | - | - |
| Low | 3 business days | 5 business days |
| Medium | 2 business days | 3 business days |
| High | 4 hours | 24 hours |
| Critical | 2 hours | 12 hours |
| Emergency | 20 minutes | 6 hours |
None – These will be requests that are not productivity related or have an indefinite time table.
Low –Does not impact daily operations.
Medium – Has slight impact but still able to perform daily functions.
High –Immediate impact on productivity but a work around is possible.
Critical – No workaround is possible but entire office is not affected.
Emergency – Entire office is affected, no productivity possible.
Possible scenarios:
UL – None
- A request to have the wall paper or screen saver changed on the desktop.
- Install (approved) application not related to work.
- Moving hardware.
- A project request with no schedule.
UL - Low
- Technical training question.
- Install applications related to work.
UL – Medium
- Not able to print on own printer but can on another.
- Most email issues.
- One application not working.
UL – High
- Computer crashed but another one is available.
- Internet not working on just one computer.
- Email down.
UL – Critical
- Most of the circumstances that would qualify for UL – High but on a time sensitive schedule
- Computer down but alternative work can be done.
- Internet down.
UL – Emergency
- All computers for entire office down.
- Extremely urgent time sensitive situation.
- Someone died.
