IT Incident Priorities

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.