# Escalations

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

<span style="color: rgb(45, 194, 107);">**Priority Levels:**</span>

**Priority 1 (P1) – Impact on the entire service**  
<span style="color: rgb(45, 194, 107);">**Examples**:</span> Server down, agents unable to log in, operations completely frozen.

**Priority 2 (P2) – Service Degradation or Partial Service Impact**  
<span style="color: rgb(45, 194, 107);">**Examples**:</span> 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.). <span style="color: rgb(45, 194, 107);">Examples:</span>** 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.