| INCIDENTS | ||
| Priority | Definition | Service Level |
| 1 | Critical - (Internal)Complete outage or major degradation of a critical service across charity or individual centre. | 1 Hour |
| 1 | Critical - (External)Complete outage or major degradation of a critical service across charity or individual centre. | 1 Hour |
| 2 | High - Complete outage or major degradation of significant service to a dept or team. | 1 W.D. |
| 3 | Moderate - Minor degradation to a dept or team, or complete outage of a service for an individual | 2 W.D. |
| 4 | Low - Minor degradation of service to an individual user. | 5 W.D. |
| SERVICE REQUESTS | ||
| Priority | Definition | Service Level |
| SR | Service Request | 5 W.D. |