AMS: Ticket Categories

• INCIDENT: It’s an unplanned interruption to an IT Service or a reduction in the quality of an IT service;
• INFORMATION: It’s a request for support from users for specific operations;
• CHANGE: Any installation, modification or removal of anything that has an impact on IT services.

AMS: Severity of Request

• P1 (CRITICAL): An issue that prevents the use of the system and stops the business from trading (CORE Environment);
• P2 (HIGH): Potentially significant impact to business trading;
• P3 (MODERATE): a non blocking impact on Partner’s environment;
• P4 (MINOR): Limited impact to the ability to trade;
• P5 (LOW): No effect on ability to trade.