IT Incident Priorities

Priority	Incident Type / Examples	IT Action
Immediate / Critical	Classroom or office disruptions: - TV/Projector failure - CRT laptop failure - Network outage (Internet) - College service disruption	IT will respond immediately to the incident. Action may include troubleshooting, equipment replacement (where feasible), or providing an estimated resolution time.
High / Urgent	Essential services impacting workflow: - Email not working - Printing failure - Key devices malfunctioning	IT will respond within 2 hours, with a fix, equipment replacement (if possible), or estimated turnaround time.
Medium / Standard	Standard Non-critical student or staff IT issues: - Software problems - Account access / password resets - Minor hardware issues - Classroom scheduling or booking issues	IT will respond within 24 hours, providing a fix, equipment replacement (if possible), or an estimated resolution time.
Low / Advisory	General IT inquiries or requests: - Guidance or training requests - Suggestions for improvements - Non-urgent information requests	IT will respond within 48 hours, providing assistance or guidance as needed.