Contacting Support
Authorised users can log requests with the Service Desk. Use the following information to log and prioritise tickets for a timely response.
How to choose the right priority
Incident and service request priority determine the target response and resolution times. The following table demonstrates how to use impact and urgency to select the right priority for a support request.
Level |
Definition |
Description |
1 |
Critical |
High Impact/High Urgency |
2 |
High |
High Impact/Medium Urgency; Medium Impact/High Urgency |
3 |
Medium |
Low Impact/High Urgency; Medium Impact/Medium Urgency; High Impact/Low Urgency |
4 |
Low |
Low Impact/Medium Urgency; Medium Impact/Low Urgency |
5 |
Very Low |
Low Impact/Low Urgency |