Escalations

Incident escalation procedures depend on the level of service impact according to their assigned priority.

Priority Levels:

Priority 1 (P1) – CompleteImpact Serviceon Outagethe entire service
Examples:Examples: Server down, agents unable to log in, operations completely frozen.

Priority 2 (P2) – Service Degradation or Partial Service Impact
Examples:Examples: Unable to update information, processProcess errors,displays an error, Unable to log a user unable to log into the application, dataData accuracyaccuracy, issues, inabilityUnable to upload information.information

Priority 3 (P3) – LimitedImpact Useraffecting Impacta small group of users or Requestsa Thatrequest Dothat Notdoes Affectnot Serviceimpact Performanceservice performance (e.g., reports, enhancements, inquiries, etc.).

Examples: IssuesFailures that do not impactaffect operations or “Requested"Service Enhancements”Requests," such as developments, implementations, integrations, new filters, modifications to existing workflows, or any changechanges outside the scope of the original workflow.requirements.