Understanding Patchwork Support Priorities

Each enquiry is assessed using two factors:

Impact measures how many users are affected and the overall severity of the issue.

High – Affects all users or a large number of users across multiple trusts.
Medium – Affects some users within one trust or a small number of users across multiple trusts.
Low – Affects a single user.

Urgency measures how quickly the issue needs to be resolved.

High – The issue is preventing users from working and there is no suitable workaround.
Medium – The issue has a business impact, but a temporary workaround is available.
Low – The issue is not preventing day-to-day work and a suitable workaround exists.

Priority levels

We combine the impact and urgency of an enquiry to assign a priority from P1 to P4.

Urgency / Impact	High	Medium	Low
High	P1	P2	P3
Medium	P2	P3	P4
Low	P3	P3	P4

What each priority means

Each priority level has defined:

These priorities help us deliver a consistent service while ensuring that the most critical issues are addressed first.

Learn how Patchwork prioritises support requests based on impact and urgency to ensure fair and timely assistance.