P1 - Urgent
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.

We aim to respond to all P1 incidents within 1 hour and resolve within 1 business day

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.

We aim to respond to all P2 incidents within 2 business hours and resolve within 2 business days

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.

We aim to respond to all P3 incidents within 2 business hours and resolve within 5 business days

P4 - Low
Examples include:

• Minor change to customer environment.
• Questions or How to's.
• Password Resets.
• Change Requests (AD Groups, Distribution Groups).

We aim to respond to all P4 incidents within 2 business hours and resolve within 5 business days