Division 5.2.6 SQI on the Acknowledgment Delay
The maximum delay between the time a request is received by the Service Desk and the time an acknowledgment (i.e. Service Call number) is sent to the service requester, is defined as follows:
| LIMIT | 30 minutes |
Incidents are classified according to their priority levels.
The priority of an incident is a number between 1 and 4:
Table 8
Priorities of incidents
| 1 | CRITICAL |
| 2 | HIGH |
| 3 | MEDIUM |
| 4 | LOW |