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. 12 hours 4 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. 4 days 8 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.


10 days 15 days
 Low Noncritical function or procedure partially affected with available workaround, but with no direct impact on service availability. The system is available.  15 days  45 days