Cyber Safety Project

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Business Critical — Priority 1 Complete loss of service or critical system failure making core business operations impossible with no workaround.
Examples Total system outage; production database down; security breach in progress; total loss of internet/connectivity affecting all staff.
  • Web resource (CSC/Website) inaccessible or showing errors to all users
  • No users able to login to CSC
  • Upgrade issues outside service provider control
ResponseWithin 4 Hours ResolutionWithin 24 Hours Coverage24/7
📞 THIS PRIORITY ALSO REQUIRES A PHONE CALL
Urgent — Priority 2 Significant degradation of a critical system or service with no viable workaround, causing major impact to business operations.
Examples Core application slow/partially unavailable; email delivery failure; essential integrations failing; multiple users unable to access key systems.
  • Users/Staff unable to login to CSC/CSP Website/Platform
  • Users receiving errors that prevent some functionality
  • A recent update broke functionality outside the scope of testing
ResponseWithin 1 Business Day ResolutionBy End Next Business Day CoverageBusiness Hours
📞 THIS PRIORITY ALSO REQUIRES A PHONE CALL
Important — Priority 3 Moderate impact on business operations. A workaround exists but the issue meaningfully affects productivity or user experience.
Examples Non-critical software bug impacting a team; intermittent access issues; reporting tool errors; single-user unable to access a key application.
  • Other business platform issues e.g. Capsule, EA, CSP Website, Digital Interactives
ResponseWithin 1 Business Day Resolution3 Business Days CoverageBusiness Hours
Medium — Priority 4 Low-to-moderate impact. The issue is inconvenient but does not meaningfully hinder business operations. A workaround is available.
Examples Non-urgent software configuration request; minor UI/display issues; password resets; printer or peripheral issues; general how-to questions.
  • Items not displaying correctly, but doesn't affect use of the platform
ResponseWithin 2 Business Days ResolutionWithin 5 Business Days CoverageBusiness Hours
Low — Priority 5 Minimal impact. Routine requests, enhancements, or informational queries that can be scheduled without urgency.
Examples Feature requests; documentation requests; cosmetic issues; training queries; scheduled maintenance tasks; general IT advice.
  • A new feature/function you want implemented
  • A small change that does not affect users/staff
  • Development projects
ResponseWithin 2 Business Days Resolution10 Business Days (or as agreed) CoverageBusiness Hours
When Available — Priority 6 No impact to users. A nice-to-have feature or function with no specific time frame.
Examples
  • A new feature or function to be implemented on a platform with no set schedule for rollout
ResponseWithin 2 Business Days ResolutionShared agreed timeline per task CoverageBusiness Hours
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