A fault that critically impairs the your business and has no workaround solution.

For example: whole network failure, email unavailable for the whole business/site, internet unavailable for the whole business/site, or a key business application failure impacting the whole business/site.

Response: within 30 minutes

Resolution target: 90% within 2 hours

A fault that seriously impairs the business where there is no workaround, but the business/user can continue in a restricted mode.

For example: partial network failure, backups failing, a critical workstation down, or a single-user application failure stopping critical work, password resets or locked accounts.

Response: within 1 hour

Resolution target: 90% within 4 hours

An intermittent hardware/software problem where the business/user is still able to perform key tasks.

For example: non-critical workstation unavailable, restricted printing where no alternative printer is available, performance problems, or a single-user issue where an alternative workstation exists.

Response: within 4 hours

Resolution target: 90% within 16 hours

A fault with no direct impact on business operations, usually affecting a single user or relating to orderly network maintenance/admin.

For example: spam for a single/few users, restricted printing where an alternative printer is available, User Name Change, Creation of Shared Mailboxes, Onboarding and Offboarding of Users.

Response: within 1 day

Resolution target: 90% within 40 normal business hours

A request for a new service or device.

For example: new workstation, domain hosting, software upgrades, new printer setup.

Response: within 2 days

Resolution target: Not applicable (handled as scheduled delivery work)