# Incident Prioritization
# How Priority is Determined
The User submits a ticket and the priority is assigned based on the submitted information. The OPs team evaluates the details and determines if a different priority should be assigned. Incident priority is based on business impact and urgency and is outlined in the image below. The incident severity level calculation range is 1 - 4 with 1 indicating the highest severity.
# Incident Prioritization and Escalation
If a severity level of 1 is assigned, the CST (Client Success Team) and operations managers are informed by the OPs team.
If a severity level of 2 is assigned, the operations manager is informed by the OPs team.
Information exchange continues among all interested parties until the issue is resolved.
For details on the ticketing process, go to the Incident Request page.
# Incident Severity Levels
Please refer to the table below to see which Impact level should you choose when submitting a ticket in MyServices:
