Priority is the sequence in which an Incident has to be resolved. When an Incident occurs, the concerned user/team has to be alerted based on the urgency and impact of the Incident. Our solution is designed to notify the concerned team that is tasked to resolve the Incident. In an IT infrastructure management, there are three levels of priority - P1/P2/P3 - in the order of the priority. P1 Incident notification is generated when the Incident is of the highest impact. P2 Incident notification is generated when the impact is lower than P1 and higher than P3. P1 demands faster time-to-resolution than P2.

The time frame during which the Incident must be resolved is termed SLA - Service Level Agreement.