Incident Management Priority Matrix

Impact

Extensive – A core business functionality is unavailable; the application is unable to function.
Significant – A business functionality is unavailable or degraded, impacting a large group of users. No workaround is available, or a workaround is possible and may be a significant amount of work for the clients.
Moderate – An incident impacting a small group of users. A workaround is available and manageable for the clients.
Minor – A single user incident.

Urgency

Critical
- A core business functionality is unavailable and must be restored immediately to minimize business downtime.
- IT Security has discovered a vulnerability that must be resolved immediately.
High – A business functionality unavailable or degraded, impacting a large group of users, and must be restored as soon as possible to minimize direct or security impact on the business.
Medium – An incident impacting a small group of users.
Low – A single user incident.

Other Sources we can look into: