severity levels (P1-P4)
termIT supportops culture
The impact-and-urgency ladder for incidents: P1 is everyone-down-drop-everything, P4 is a papercut with a queue.
The perpetual negotiation: every caller's issue is a P1 to the caller.
IT supportops culture
The impact-and-urgency ladder for incidents: P1 is everyone-down-drop-everything, P4 is a papercut with a queue.
The perpetual negotiation: every caller's issue is a P1 to the caller.