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Service priority matrices

All calls made to the IT Service Desk will be allocated a priority. This priority will determine how quickly you can expect your call to be actioned and resolved. If you have additional information that may affect the priority of your call, this will be considered along with the impact level of your call. 

Once the priority of your call is determined, you will be informed of the maximum time you can expect to wait for your call to be actioned. 

The target time frames for each of our priorities is defined in the priority matrix.

 

Urgency
(status of service)
Impact
(scale of affected users)
 University-wide and beyond Campus / Site School / Directorate Team / floor Individual
Service totally unavailable P1 P1 P1 P2 P3
Performance poor or unacceptably slow P1 P1 P2 P3 P4
Interferes with normal completion of work P1 P2 P3 P4 P5
Tasks are made more difficult, but are not impossible to complete P2 P3 P4 P5 P5
Interferes with recreational, or non-business related use P3 P4 P5 P5 P5

 

Priority code definitions

Priority is described an a scale of P1- P5 (with P1 being the highest priority)

Priority code Urgency of response Target response (within core hours) Target resolution (within core hours)
P1 Immediate, sustained effort using all necessary and available resources until service is restoredImmediate response, action within 1 hour1 working day
P2 Immediate response to assess the situation, staff may be interrupted and taken away from low or medium priority jobsImmediate response, action within 2 hour2 working days
P3 Response using standard procedures and operating within the normal frameworksEmail notification of call being logged within 1 hour. Response by email or phone within 1 working day.5 working days
P4 Response using standard procedures and operating within the normal frameworks as time allowsEmail notification of call being logged within 1 hour. Response by email or phone within 1 working day.10 working days
P5 Response using standard procedures and operating within the normal frameworks as time allowsEmail notification of call being logged within 1 hour. Response by email or phone within 1 working day.15 working days

The Service Level Objective aims to resolve 70% of incidents within the target resolution time.