Classification

Examples

Emergency

(12hrs Response)

• Internet Connection down
• Server Failure
• Network Failure
• Other issue resulting is Complete loss/severely interrupted service.
• Whole school teaching impacted.
• Unacceptable material found

High 

(36 hrs Response)

• Partial network or Wifi outage
• Single class Projector/IDP failure
• Classroom Teaching impacted
• MIS system down - where MIS is on central server. (Peer-to-peer Admin Servers not covered)

Normal

(Next Scheduled Visit)

• Individual computer or laptop hardware issue
• Printer offline
• Partial failure of hardware i.e no sound or touch
• Password resets

Low 

(Next Scheduled Visit)

• App/software deployment.
• Partial Software error
• Minor hardware problem – mouse not working