Low – General support / non-disruptive issue

Select Low when the issue does not prevent normal operation and the equipment or service is still usable. These requests are reviewed during normal business support handling.

• General technical question
• Minor or intermittent issue
• Non-urgent follow-up
• Equipment can still be used normally

Medium – Operational issue with workaround

Select Medium when the issue is affecting workflow, but there is a workaround or backup equipment is available. Medium requests are reviewed before Low requests, but are not treated as immediate callouts.

• Equipment fault affecting workflow
• Repeated error messages
• Performance problem
• Backup equipment or workaround is available

High / Urgent – Immediate attention required

Select High / Urgent only when immediate technical attention or an urgent callout is required. High priority requests are routed to the on-call technician and may attract additional urgent response or callout costs.

• Critical equipment down
• No workaround available
• Service, patient care, or laboratory workflow is severely affected
• Immediate callout is required

Note: The technical administrator may adjust the priority after reviewing the request.