Priority matrix
Below is the priority matrix. When you create a ticket, we create a priority based on the urgency and the impact. This priority will then be used to determine the maximum amount of time until we have a resolution to the issue.
Key
- Red = Urgent
- Yellow = High
- Blue = Medium
- Green = Low
Important to note
- If there is a workaround, the priority is limited to Medium.
- If you submit a ticket via email, the urgency and impact default to Low. Whilst we can understand the majority of issues, we don't always have an understanding of the priority. Because of this, we recommend using the portal to submit tickets.
Impact
Urgency
High
Medium
Low
High
Medium
Low