Ticket Type Definitions and Targets

Ticket Priority Levels and CCIT Measures

INCIDENTS
Priority Level Target Response Time Target Resolution Time Percentage That Met Target
Urgent 15 min. 4 clock hrs. 90%
High 2 clock hrs. 8 clock hrs. 80%
Standard 8 business day hrs. 3 business days 70%

REQUESTS
Priority Level Target Response Time Target Resolution Time Percentage That Met Target
Urgent
High
Standard 8 business day hrs.