Standard Operating Procedures (SOPs) per Priority

This section defines the priority levels for incidents under the iWar NAIA Project. Each priority level is based on system availability, operational impact, and urgency of response.

Priority Level	Definition	Criteria / Examples	Impact
P1 - Critical Failures	Total loss of System or Sub-System availability. The solution is completely unavailable and end users cannot continue working.	• eGate subsystem not available • ≥ 50% of eGates at a location down • ≥ 50% of vDesks at a location down	Severe business disruption. Immediate action required.
P2 - Urgent Failures	Partial loss of System availability. The solution is partially down but still usable. Business operations are significantly impacted.	• > 30% and < 50% of eGates at a location down • > 30% and < 50% of vDesks at a location down	Major disruption. High urgency.
P3 - Important Failures	Solution is disrupted, but the majority of functionality remains available.	• ≤ 30% of eGates at a location down • ≤ 30% of vDesks at a location down	Moderate disruption. Operations continue with reduced efficiency.
P4 - Minor Failures	Failures that cause inconvenience without affecting overall System or Sub-System availability.	• Loss of redundancy where another failure could impact availability • Functionality loss mitigated by a workaround until a permanent fix is implemented