Case Priority Matrix

Priority: 1 Critical

Definition: Disaster Declaration or Critical production system fully offline with majority of users affected
Response Time: 1 hour
Example:

  • Backup: Customer has experienced a total loss and requires complete restoration
  • Disaster Recovery: Customer needs to spin up DR environment due to a local disaster
  • Cloud Services: All ODS cloud services unreachable

Priority: 2 High

Definition: Non critical Production system fully offline with majority of users affected
Response Time: 2 business hours
Example:

  • Backup: All backups to ODS are failing. Customer needs non-critical data restored.
  • Disaster Recovery: Customer needs to spin up non-critical production system in DR environment
  • Cloud Services: Terminal or File Server in the ODS cloud is unreachable

Priority: 3 Medium

Definition: Non-Production system offline or production system impaired. No workaround available. Minority of users affected
Response Time: 8 business hours
Example:

  • Backup: Single backup failure or non-critical file retrieval
  • Disaster Recovery: Customer needs to retrieve data from DR environment
  • Cloud Services: Small number of workstations are unreachable or access to the ODS cloud is slow

Priority: 4 Low

Definition: General & Administrative requests and inquiries
Response Time: End of Next Business Day
Example:

  • Backup: Increase repository size
  • Disaster Recovery: Perform DR Test/Add DR servers
  • Cloud Services: Migration of servers to/from cloud, provide new cloud services