Incident Classification

Incidents can be grouped into one of three classifications

ClassificationDescriptionOut of Hours SupportTime to First ResponseTime to Resolution
Priority 1 (P1)- Total outage of any service
- Any mail loss
- Severe mail delay
(greater than 4 hours)
Yes15 minutes4 hours
Priority 2 (P2)- Partial outage of key services
- Major mail delay
(greater than 1 hour)
No15 minutes8 hours
Priority 3 (P3)- All over incident types
- Minor mail delay
(upto than 1 hour)
No4 hours2 days