Escalations

Incident escalation procedures depend on the level of service impact, as determined by the incident priority.

Priority Levels:

Priority 1 (P1) – Impact on the entire service
Examples: Server down, agents unable to log in, operations completely frozen.

Priority 2 (P2) – Service Degradation or Partial Service Impact
Examples: Unable to update information, Process displays an error, Unable to log a user into the application, Data accuracy, Unable to upload information

Priority 3 (P3) – Impact affecting a small group of users or a request that does not impact service performance (e.g., reports, enhancements, inquiries, etc.).
Examples: Failures that do not affect operations or "Service Requests," such as developments, implementations, integrations, new filters, modifications to existing workflows, or any changes outside the scope of the original requirements.