Service Levels, Rankings, and Priority

Severity Level


Target Respons

1. Outage

Server down


2. Critical

High risk of server downtime

Within 10 minutes

3. Urgent

End-user impact initiated

Within 20 minutes

4. Important

Potential for performance impact if not addressed

Within 30 minutes

5. Monitor

Issue addressed but potentially impactful in the future

Within one business day

6. Informational

Inquiry for information

Within 48 hours