1. Urgent | respond with in 30 minutes resolve within 4 hours (I’m unable to teach a lesson system failure)
  2. High | respond with in 2 hours resolve within 6 hours (I’m able to teach a lesson but I have to use a a workaround for the issue)
  3. Medium | respond with in 4 hours resolve within 2 days (I’m able to teach a lesson with only a minimal impact on my lesson)
  4. Low | respond with in 2 days resolve within 5 days (I’m able to teach a lesson with no impact on my lesson)