Understanding Priority Levels (P1-P4)
We assign priority levels based on impact and urgency.
When you raise a ticket, we assign it a priority level based on the impact and urgency. This determines how quickly we respond and work to resolve the issue.
P1 — Urgent
Complete service outage affecting all users or a critical business system is down. Examples: total internet failure, email server down, phone system completely offline.
P2 — High
Major impact affecting multiple users or a key business function is degraded. Examples: intermittent internet dropping for the whole office, shared mailbox inaccessible, VoIP quality issues affecting multiple extensions.
P3 — Medium
Moderate impact affecting a single user or a non-critical system. Examples: one user's Outlook not syncing, a single printer offline, one phone extension not working.
P4 — Low
Minor impact with a workaround available, or a general request. Examples: password reset, new user setup, software installation request, general how-to question.
If you believe your ticket has been assigned the wrong priority, contact us and we'll review it.
Still need help? Email support@edisonnetworks.net or call 0203 026 6317.