Internet2 customer impact guidelines
Customer impact is a subjective scale of measure used to quantify the current impact of a problem or maintenance on the customer’s operations, performance, and usability. Set in conjunction with the customer, it may change as the ticket progresses and is used for ticket escalation. Customer impact seeks to answer, “How high of a priority is the problem/maintenance to the customer?”
Unless otherwise stated by the customer, all customer-initiated or -reported trouble(s) will be set by default to a “moderate” or three-day turn-around status.
If there is an active alarm being presented, the ticket tracking the resolution process to clear that alarm will be a minimum of customer impact 3-moderate until that alarm has cleared.