1 - Emergency (5-minute response): Active outage, severe business impact, or critical blocker. Immediate response.
2 - Urgent (30-minute response): Major issue that needs fast attention, but not a full emergency.
3 - Standard (4-hour SLA): Normal support request.
4 - Planned: Work that should be scheduled, but is not urgent.
5 - Project: Enhancement, larger scoped request, or backlog item.