| 0 - Critical |
System-wide outage, severe security breach, major impact on business operations. |
Firewall failure, complete network outage, ransomware attack. |
15-30 min |
4-8 hours |
| 1 - High |
Major system issue, affecting multiple users or business-critical functions. |
Core switch failure, major degradation of internet performance, backup system failure. |
30-60 min |
8-24 hours |
| 2 - Medium |
Partial service impact, affecting a group of users but with workarounds available. |
Slow network speeds, intermittent connectivity issues, failed backup job. |
2-4 hours |
1-3 business days |
| 3 - Low |
Minor issue, single-user impact, non-urgent support requests. |
A single workstation losing network access, minor backup warnings. |
4-8 hours |
3-5 business days |
| 4 - Informational |
General inquiries, non-urgent maintenance, scheduled updates. |
Requests for network reports, adding a new user, upgrading firmware. |
24 hours |
Best effort / Scheduled |
