Definition

Impact refers to the effect that an incident or problem has on the business. It measures the degree to which the incident or problem disrupts or affects the normal operations of the organisation.

Urgency indicates the speed with which the incident or problem needs to be resolved in order to minimise the impact on the user or organisation.

 

Response Times

Response times for Incident Resolution and Service Request Fulfilment are based on relative priority - a measure of the importance of an incident or service request. Priority is calculated using both the impact and the urgency of the request using the following matrix.

	1- High Urgency	2 - Medium Urgency	3 - Low Urgency
1 - High Impact	Priority 1 - Critical	Priority 2 - High	Priority 3 - Moderate
2 - Medium Impact	Priority 2 - High	Priority 3 - Moderate	Priority 4 - Low
3 - Low Impact	Priority 3 - Moderate	Priority 4 - Low	Priority 5 - Planning

 

Service Level Commitments

Digital Services will attempt to respond to or resolve Incidents and Service Requests using the following matrix - using the calculated priority as the driver.

Priority	Ticket Type	Action	Commitment
Priority 1	Incident	Resolve	1 Day
Priority 2	Incident	Resolve	2 Days
Priority 3	Incident	Resolve	3 Days
Priority 4	Incident	Resolve	5 Days
Priority 1	Incident	Response	3 Hours
Priority 2	Incident	Response	5 Hours
Priority 3	Incident	Response	5 Hours
Priority 4	Incident	Response	5 hours
	Interaction	Response	5 hours
Priority 1	Request	Resolve	3 Days
Priority 2	Request	Resolve	6 Days
Priority 3	Request	Resolve	10 Days
Priority 4	Request	Resolve	20 Days
Priority 5	Request	Resolve	30 Days
Priority 1	Request	Response	3 Hours
Priority 2	Request	Response	5 Hours
Priority 3	Request	Response	5 hours
Priority 4	Request	Response	5 hours
Priority 5	Request	Response	5 Hours