Ticket Priority Levels and CCIT Measures
INCIDENTS
Priority Level	Target Response Time	Target Resolution Time	% that met Target
Urgent	15 min	4 clock hrs	90%
High	2 clock hrs	8 clock hrs	80%
Standard	8 business day hrs	2 business days	70%
REQUESTS
Priority Level	Target Response Time	Target Resolution Time	% that met Target
Urgent
High
Standard	8 business day hrs

At 50%,75% and 90% of the Target Resolution Time (established by the Service Level Agreement), an escalation will be sent to the group and manager