Priority Description

Initial 

Response

Resolution
Urgent Interruption making critical functionality inaccessible or a complete interruption of service causing a serious impact on its availability. There is no alternative. 6 hours 2 days
High Critical functionality or system access is interrupted, degraded or unusable, having a serious impact on the availability of services. No acceptable and possible alternative. 2 days 4 days
Average

Non-critical, unusable, or difficult to use function or procedure with operational impact, but without direct impact on service availability. The system is available.


5 days 10 days
 Low Noncritical function or procedure partially affected with available workaround, but with no direct impact on service availability. The system is available.  10 days  30 days