May either cause, or have the potential to cause, impact on business critical services or systems.

• May either cause, or have the potential to cause, impact on business critical services or systems.

• Has significant impact on reputation, legal compliance, regulation or security of the business.

• Must be of more than 15 minutes duration or recurrent

• Affects more than 100 users currently

• Is any incident which severely degrades a critical service or a less critical service in a critical timeframe

• Any incident that is escalated by QMUL’s IT Senior Lead team following representations from the business