# IT Incident Priorities

<table border="1" id="bkmrk-priority%C2%A0-incident-t" style="border-collapse: collapse; width: 100%;"><colgroup><col style="width: 33.3333%;"></col><col style="width: 33.3333%;"></col><col style="width: 33.3333%;"></col></colgroup><tbody><tr><td>**Priority**   
</td><td>**Incident Type / Examples**  
</td><td>**IT Action**  
</td></tr><tr><td>**Immediate / Critical**  
</td><td>Classroom or office disruptions:  
- TV/Projector failure  
- CRT laptop failure  
- Network outage (Internet)  
- College service disruption  
</td><td>IT will respond immediately to the incident. Action may include troubleshooting, equipment replacement (where feasible), or providing an estimated resolution time.  
</td></tr><tr><td>**High / Urgent**  
</td><td>Essential services impacting workflow:  
- Email not working  
- Printing failure  
- Key devices malfunctioning  
</td><td>IT will respond within 2 hours, with a fix, equipment replacement (if possible), or estimated turnaround time.  
</td></tr><tr><td>**Medium / Standard**  
</td><td>Standard  
Non-critical student or staff IT issues:  
- Software problems  
- Account access / password resets  
- Minor hardware issues  
- Classroom scheduling or booking issues  
</td><td>IT will respond within 24 hours, providing a fix, equipment replacement (if possible), or an estimated resolution time.  
</td></tr><tr><td>**Low / Advisory**  
</td><td>General IT inquiries or requests:  
- Guidance or training requests  
- Suggestions for improvements  
- Non-urgent information requests  
</td><td>IT will respond within 48 hours, providing assistance or guidance as needed.  
</td></tr></tbody></table>