Support Ticket Priority categories - Critical, Major, Medium, Minor
Posted by Rita Manninen, Last modified by Sverre Telnes on 13 January 2020 09:33 AM

Priority categories - Critical, Major, Medium, Minor

We at Indra Navia AS have defined four priority categories;

 

Critical - Category 1

means a fault condition or discrepancy within the any of the systems with respect to the requirements specified in the relevant system technical specification which:

 

  • prevents the Customer from providing Air Traffic Services (ATS) at normal air traffic loads leading to a closure or restriction of airspace; and/or
  • causes a safety hazard to occur; and/or
  • produces an excessive increase in operator workload

 

Major - Category 2

means a fault condition or discrepancy within the any of the systems with respect to the requirements specified in the relevant system technical specification which:

 

  • significantly degrades the Customers ability to provide Air Traffic Services (ATS) at normal air traffic loads leading to a declared reduction in airspace capacity; and/or
  • significantly increases the likelihood of a safety hazard occurring; and/or
  • significantly increases operator workload

 

Medium  - Category 3

means a fault condition or discrepancy within the any of the systems with respect to the requirements specified in the relevant system technical specification which:

 

  • marginally degrades the Customers ability to provide Air Traffic Services (ATS) at normal air traffic loads; and/or
  • marginally increases the likelihood of a safety hazard occurring; and/or
  • marginally increases operator workload

 

Minor - Category 4

means a fault condition or discrepancy within the any of the systems with respect to the relevant system technical specification which is not a Category 1, Category 2 or Category 3 fault.