This article identifies how the Impact, Urgency, and Priority of an incident affects the time to resolution identified in our Service Level Agreement(s).
The Matrix:
There are three factors that help to identify the time frame within which action is required.
Impact - Measure of how business critical something is. Usually, this is directly proportional to the number of users impacted by the incident.
Urgency - Necessary speed for resolving an incident
- High
- User is unable to complete a key function of their job.
- Medium
- User is able to complete a key part of their job through use of a work-around
- User is unable to complete an ancillary function of their job
- Low
- User is able to complete all functions of their job normally, or through use of a trivial work-around
Priority - Value given to an incident to indicate its relative importance to ensure appropriate allocation of resources and to determine the time frame within which action is required.
| Impact |
Low Urgency |
Medium Urgency |
High Urgency |
| Affect User |
Low Priority |
Low Priority |
Medium Priority |
| Affects Group |
Medium Priority |
Medium Priority |
High Priority |
| Affects Dept./Clinic/School |
Medium Priority |
High Priority |
Emergency Priority |
| Affects University |
Medium Priority |
High Priority |
Emergency Priority |
| Affects Classroom |
Medium Priority |
High Priority |
Emergency Priority |
Priority Service Level Agreement (SLA):
Emergency Priority:
- Response Time: 15 minutes
- Resolution Time: 2 hours
High Priority:
- Response Time: 30 minutes
- Resolution Time: 4 hours
Medium Priority:
- Response Time: 4 hours
- Resolution Time: 3 days
Low Priority:
- Response Time: 1 day
- Resolution Time: 5 days