URGENT: An incident or problem that is causing total service outage and is resulting in critical business impact. Total service outage is defined as cannot continue normal business operations. All users are affected. HIGH: A problem that has a significant user impact on the affected client reporting the problem. Significant user impact is defined as a defect or application failure whereby the client cannot continue, or where all business operations and deliverables are at risk of being compromised. The problem may or may not be affecting other users. NORMAL: A problem, task or question that has a minor impact on the Cordial application or its operation. Problems of this nature may be classified as a defect or bug that requires a product enhancement. Single user affected. LOW: A problem, question or task that has minimal impact to the user or the Cordial application.