The Incident Prioritization Guideline describes the rules for assigning 'priorities

to Incidents', including the definition of what constitutes a 'Major Incident'.

Since Incident Management escalation rules are usually based on priorities,
assigning the correct priority to an Incident is essential for triggering
appropriate
'Incident escalations'.

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Incident Urgency (Categories of Urgency)

This section establishes categories of urgency. The definitions must suit the type
of organization, so the following table is only an example:

To determine the Incident's urgency, choose the highest relevant category:

Category :- High (H)

Description :-
The damage caused by the Incident increases rapidly.
Work that cannot be completed by staff is highly time sensitive.
A minor Incident can be prevented from becoming a major Incident by acting
immediately.
Several users with VIP status are affected.

Category :- Medium (M)

Description :-
The damage caused by the Incident increases considerably over time.
A single user with VIP status is affected.

Category :- Low (L)

Description :-
The damage caused by the Incident only marginally increases over time.
Work that cannot be completed by staff is not time sensitive.

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Incident Impact (Categories of Impact)

This section establishes categories of impact. The definitions must suit the type
of organization, so the following table is only an example:

To determine the Incident's impact, choose the highest relevant category:

Category :- High (H)

Description :-
A large number of staff are affected and/or not able to do their job.
A large number of customers are affected and/or acutely disadvantaged in some way.
The financial impact of the Incident is (for example) likely to exceed $10,000.
The damage to the reputation of the business is likely to be high.
Someone has been injured.
Category :- Medium (M)
Description :-
A moderate number of staff are affected and/or not able to do their job properly.
A moderate number of customers are affected and/or inconvenienced in some way.
The financial impact of the Incident is (for example) likely to exceed $1,000 but
will not be more than $10,000.
The damage to the reputation of the business is likely to be moderate.

Category :- Low (L)

Description :-
A minimal number of staff are affected and/or able to deliver an acceptable service
but this requires extra effort.
A minimal number of customers are affected and/or inconvenienced but not in a
significant way.
The financial impact of the Incident is (for example) likely to be less than
$1,000.
The damage to the reputation of the business is likely to be minimal.