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When logging an incident on our self service portal you are asked to assess impact and urgency of your issue, from this a priority from 1-5 is set. Our staff will then review and may adjust according to our workload and other commitments at the time. The highest priority will always be getting an issue that stops someone from working, with a view to getting them to a working state either by a fix or a workaround.
Below is the matrix of impact and urgency that we use to prioritise issues with the impact on the left and urgency across the top.
High | Medium | Low | |
|---|---|---|---|
Single Person | P2 | P3 | P5 |
Research Group / Team | P2 | P3 | P4 |
Department (billing group, research group, office etc) | P2 | P3 | P4 |
Building | P1 | P2 | P3 |
Institution (e.g. a campus - SLCU, Addenbrookes, Biosci) | P1 | P2 | P3 |
Incident Response Times
We aim to acknowledge and respond to a new incident within the time frames outlined below. Note these are expressed in working hours.
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