Incident Classification
Incidents can be grouped into one of three classifications
| Classification | Description | Out of Hours Support | Time to First Response | Time to Resolution |
|---|---|---|---|---|
| Priority 1 (P1) | - Total outage of any service - Any mail loss - Severe mail delay (greater than 4 hours) | Yes | 15 minutes | 4 hours |
| Priority 2 (P2) | - Partial outage of key services - Major mail delay (greater than 1 hour) | No | 15 minutes | 8 hours |
| Priority 3 (P3) | - All over incident types - Minor mail delay (upto than 1 hour) | No | 4 hours | 2 days |