P1
Major

• Critical system inaccessible

• Complete network interruption

• Multiple users impacted 

• Safeguarding risk, Statutory / legal obligations

• No possible alternative way of working

• 4 hour resolution

P2
High

• Critical system slow to access 
  Non-critical system / function inaccessible

• Intermittent network access

• Non-critical issues impacting multiple users

• No preferred method of operating

• 24 hour resolution

P3

Medium

• Non-critical function unusable or slow

• Operational but non-service impacting issue

• Alternative method of operating available

• 3 day resolution

P4

Low

• Limited impact on users

• Alternative methods of operating available

• Service requests - project and consultancy work (initial response)

• 5 day resolution (or agreed timescale with customer)