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Incident Priority Classifications. What are they and what falls under a Priority 1 and Priority 2?

Not sure about Incident Priority Classifications? No idea about the conditions that need to be met for an incident to be considered a Priority 1 or a Priority 2. You're in the right place.

Caveats

Any of the below issues should be raised with Microsoft directly through the Intune support portal
(As much as we'd love to help, because we don't control or have access to specific parts of your Microsoft stack).

  • User login issues
  • Applications that were not packaged or deployed by Devicie
    • Microsoft 365 application issues
    • Microsoft Edge
    • Store for business applications
  • Endpoint security
  • Access to resources
  • Configuration profiles that were not deployed by Devicie
  • Devices that have not done through the autopilot profile configured by Devicie
  • Connectors and tokens issues with on-prem servers

See: What can Devicie Support help me with? for a further breakdown about what we can and aren't able to assist with, and why.

Priority Classification Breakdown

Priority Description

1
Critical (P1)
Incident involves downtime, outage, security breach including a Data Breach, severe performance degradation or other failure of one or more previously identified business critical systems, functions or services that impact multiple end users or otherwise has a severe business impact. These incidents are usually company-wide and affect the large majority of users.
Examples:
(a)     A Devicie packaged application, which is agreed between the parties as business critical, is unavailable to a large amount of, or all users, due to an issue created by Devicie.
(b)     An out of process change to an application or OS deployment which created an issue.
(c)     A Data Breach.

2
High (P2)
Incident involves downtime, outage, severe performance degradation or other failure of one or more non-critical systems, functions or services that impact multiple end users.
Examples:
(a)     An application is unavailable for a fair amount of time due to an issue created by Devicie.
(b)     The ability to deploy a new user or update applications for all users in the environment.
(c)     Core business function is unavailable, post a Devicie application update.

3
Medium (P3)
Incident with a system, function or service that materially adversely affects an end user’s ability to process but for which there is a reasonable and practical circumvention so that affected end user(s) can continue processing (and perform end user functions) with no (or only minimal) loss of efficiency or functionality.
Incident involves downtime, outage, severe performance degradation or other failure of a single non-critical business system, function or service impacting upon a single end user only.
Examples:
(a)     An issue within the Pilot or Test group detected, and work together on fixing such issue.
(b)     General day to day incidents that affect individual users.

4
Low (P4)
Incident or inquiry with respect to a system, function or service that does not affect the end user.
Examples:
(a)     An application issue affecting a single user or device.
(b)     An incorrectly performed upgrade or update, often on the client-side, which impacts the ability to use a device for a user.