How does Qamba prioritise tickets?

Our goal is to exceed your expectations for every ticket logged. We try to classify the priority of tickets based on the Impact, and Urgency.

Priority Matrix

How do we classify the impact and urgency?

Impact Urgency
Low Single User


Change request

Low Business process not affected

Application or system not affected

Reasonable workaround is possible

Medium Non-business critical application, system or process Group of users

VIP User

Medium Business process partially affected

Users cannot use a function

Performance is degraded

High All Users

One or more sites

Business critical application, system or process

High Business process stopped

Users cannot work

Time critical incident

If we have mis-classified your request, or it is more urgent, please contact our team on 03 8521 7777 to escalate the priority accordingly.