What are your priority levels and definitions?

• INCIDENT - "An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, one user failed to migrate out a hundred"
  
  
• SERVICE REQUEST - "A formal request from a user for something to be provided – for example, a request for information or advice; to provide documentation; or to assist in installation or operation of the product. Service requests are managed by the request fulfillment process by using the “Ask a Question” form via the CloudM Help Centre

**NOTE** It is the responsibility of the CloudM Product Support Engineer to determine an appropriate priority and action based on business impact. The CloudM Support Manager will progress as agreed and escalate to the CloudM Head of Product Support or Customer Experience Director as appropriate. Please do make attempts to chase the corresponding ticket via the Product Support Team before invoking an escalation.