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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, we set a priority from between 1 -and 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 workaroundwork around.
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.
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