P1 - Urgent
If your incident is P1 you must call us on +44 (0)800 5999 041. Examples include:
P2 - High
Examples include:
P3 - Normal
Examples include:
P4 - Low
Examples include:
If your incident is P1 you must call us on +44 (0)800 5999 041. Examples include:
- A reduction in capacity of traffic handling capability such that a major part of the traffic load cannot be handled by the system.
- Significant loss of service in a business critical area.
- Loss of safety or emergency capability.
P2 - High
Examples include:
- Reduction in capacity handling or traffic measurement function.
- Repeated short outages greater than 2 minutes every 24 hours or continuing over longer periods.
- Degradation or loss of access for operations and maintenance functions or routine admin functions.
- Degradation of the system's ability to provide any system notification of critical or major alarms.
P3 - Normal
Examples include:
- Restored P1 or P2 calls under observation.
- Processor restarts with no traffic impact.
- Any small impact on the system that impacts call processing, traffic handling or End User but does not prevent operator delivering service to the End Users.
- Serious impact on operations and maintenance functionality.
- Any condition that does not impact the functionality of the system or impact service to End Users.
P4 - Low
Examples include:
- Minor change to customer environment.
- Questions or How to's.
- Password Resets.
- Change Requests (AD Groups, Distribution Groups).