IT-SOP-04 · SOP · SharePoint / IT
Request Priorities and Response Targets
Owner Dana Whitfield · updated 2026-04-01
P1: production stopped, many people blocked, or active security incident (respond 30 min). P2: one person or one line blocked, or a hard deadline today (4 h). P3: degraded with a workaround (1 business day). P4: requests and planned work (3 business days).
| Priority | Meaning | First response |
|---|---|---|
| P1 | Production stopped, a whole shift or department blocked, or an active security incident (compromised account, lost device with data) | 30 minutes, phone call |
| P2 | One person or one machine/line blocked, a shipment or audit deadline today, or a security report that needs action today | 4 hours |
| P3 | Degraded but a workaround exists; access changes needing approval | 1 business day |
| P4 | New equipment, planned changes, information requests | 3 business days |
Priority is about business impact, not how urgent the email sounds.