SLA Priority Classification

Highest (Urgent/Critical) - Disruption/restriction of service affecting the whole organisation

Inability to login in (failed login for entire operations)
Blocking of a key business process with no alternative back-up process in place affecting entire operations. E.g. all shop managers unable to record installations/ repossession/ technical swaps, all call operators unable to make outgoing calls
System Failure/Server Down (ERP not working)
Cron/Que job failing. Cron/Que jobs run automated activities such as sending SMSs and linking payment transactions to customer applications.

High- Department or a large group of people being affected to perform a major task at work

Blocking of a key business process with an alternative back-up process in place affecting a team or large group of users E.g. Sales Agent unable to submit leads but can save details to draft and resubmit at a later stage
Single or localised problem (1-10) still affecting a key business process for users to do the main task
Slow system performance e.g. ERP is loading slow

Medium - Group of users with an issue but still able to continue with work

Single or localised problem (1-10) still affecting a particular business process for users to do a subtask but can still continue with their main tasks eg. The accountant doing Petty Cash, Call Centre unable view their workload
Access requests/account creation
Creation of mailing/ distribution groups

Low - Individual user with minor or no issue but still able to continue with work

Data change requests or requests for data files/reports
Feature requests from users to enhance their working activities but no current issue with performing their daily system tasks. Feature requests if accepted by the development team this request will be turned into a project.

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