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Sev 4 The problem is annoying and should be fixed but it is not time critical.
Sev 3 The problem is affecting a user or group of users work but there is a sustainable work-around until the problem is resolved.
Sev 2 A specific user or group of users need immediate help. There is no work-around for the problem and they cannot work until the problem is solved.
Sev 1 This is a major problem, i.e, network goes down and needs immediate action from all who can help.
Info Calls asking about general information not pertaining to an immediate support need.

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