Commonwealth Incident Prioritization– ITSEC Endorsed: Defines Priority with which Incident will be managed URGENCY/ IMPACT High A service outage with broad impact to the Commonwealth, across one or more services that are not functioning, or whole sites or agencies are impacted, or an agency specific critical severity (outage) has occurred causing complete service outage (as opposed to for example, a performance degradation). (see attached Critical Applic. List). May effect public safety, transportation, health, financial servicing, or ability to deliver other public services. Medium There is impact to a portion of an agency or office, with one or more services to the Commonwealth, either not functioning or seriously degraded so the effect is that the agency’s mission is impacted. Also may apply if one or more very high profile parties are impacted (I.e. Secretary or direct report). Low Impact is to an individual or a small workgroup or the service impacted is not of a mission critical nature. Immediate action is required to restore service (s) or prevent failure of a service. No work around exists. Priority 1 Priority 2 Priority 3 A service outage occurred & there is a work around but service degraded or work around not sufficiently timely, too costly or too much effort. Or service has not failed but potentially may do so. Priority 4 A service outage has occurred and a work around exists and/or the remediation and/or needed procurement is in process. Priority 4/5* *reflects the fact that some existing ticketing systems currently use a fifth priority level

Commonwealth Incident Prioritization: ITSEC member examples URGENCY/ IMPACT High A service outage with broad impact to the Commonwealth, across one or more services that are not functioning, or whole sites or agencies are impacted, or an agency specific critical severity (outage) has occurred causing complete service outage (as opposed to for example, a performance degradation). (see attached Critical Applic. List). May effect public safety, transportation, health, financial servicing, or ability to deliver other public services. Medium There is impact to a portion of an agency or office, with one or more services to the Commonwealth, either not functioning or seriously degraded so the effect is that the agency’s mission is impacted. Also may apply if one or more very high profile parties are impacted (I.e. Secretary or direct report). Low Impact is to an individual or a small workgroup or the service impacted is not of a mission critical nature. Immediate action is required to restore service (s) or prevent failure of a service. No work around exists. FastLane user accounts inaccessible; Unable to Log into Citrix; Network to Lowell office out. ESE Mail (Exchange) down effecting all 550 Secondary Ed. end users Complete loss of mission critical EHS application (ex. Beacon 3, Meditech, Family-net) Critical gateway loss (AD, VG, Mass.Gov) Complete Massmail outage at an EHS site -Complete loss of Commonwealth mission critical service (HRCMS, MMARS, etc.) DEP network down effecting 400 users; e-Permitting system down; EEA’s network down causing ELA (Environment Law Enforcement) outage and public safety impact LWD network ISP circuit failure all services impacted Registrar’s PC down; AutoCAD Licensing server down, Oracle Fin. Down ELAR -Educator Licensing applic. down preventing all admins & teachers from obtaining licensing records & certifications Severe degradation of service from critical gateway (AD, VG, Mass.Gov) Complete loss of MassMail at an EHS agency EEA’s Waste site Cleanup data unavailable to Lic. Site professionals due to server outage Bad network switch - Springfield LWD call center down ANF: Governors Network down or Agency critical applic. out/degraded MassDot Employee’s hard drive down A service outage occurred & there is a work around but service degraded or work around not sufficiently timely, too costly or too much effort. Or service has not failed but potentially may do so. Critical voice service components are not functional (ex. Voice Mail) MassMail service for the Commonwealth is degrading ANF: E-mail node down effecting some users Nutrition Applic. Performance is degraded – health educators have difficulty obtaining necessary info. IVR redundancy failover required causing degradation for Lawrence Call Center Single EEA user BB out ANF: EE keyboard broken A service outage has occurred and a work around exists and/or the remediation and/or needed procurement is in process. EEA’s HelpDesk HelpStar application unavailable but workaround via phones avail for short-term ANF: Phone system outage but redundant node processing calls EE PC down- temp. replacement not true image ANF: switch port out but other is avail. Local MASS.DOT printer outage – EE ability to do primary job no impacted ESE Corrupted outlook file on siwillngle user –w/a is: use OWA Printing for a group of users at An EHS site down, but alternative printing in the site available. P1 P2 P3 P2 P3 P4 P3 P4 P4/P5

Commonwealth Incident Prioritization: ITSEC member examples URGENCY/ IMPACT High A service outage with broad impact to the Commonwealth, across one or more services that are not functioning, or whole sites or agencies are impacted, or an agency specific critical severity (outage) has occurred causing complete service outage (as opposed to for example, a performance degradation). (see attached Critical Applic. List). May effect public safety, transportation, health, financial servicing, or ability to deliver other public services. Medium There is impact to a portion of an agency or office, with one or more services to the Commonwealth, either not functioning or seriously degraded so the effect is that the agency’s mission is impacted. Also may apply if one or more very high profile parties are impacted (I.e. Secretary or direct report). Low Impact is to an individual or a small workgroup or the service impacted is not of a mission critical nature. Immediate action is required to restore service (s) or prevent failure of a service. No work around exists. Complete Public Access infrastructure outage RMV Mainframe outage DCJIS Mainframe outage impacting state wide public safety access to critical resources (ex., warrants, restraining orders, CORI information) Circuit outage with the FBI or national partner Nlets impacting Commonwealth communications with the FBI and law enforcement in other states EPS core network hardware failure Blackberry outage impacting EPS senior staff and MEMA staff Mission critical application outage (ex. CJIS, CORI, Web Fusion) Electronic fingerprint system outage EPS VPN service outage Internet slowness Firearms licensing application responding slowly EPS VPN not working inside MAGNET VOIP service down at one MPTC facility Some wireless users reporting sporadic issues accessing CJIS from cruisers/laptops A service outage occurred & there is a work around but service degraded or work around not sufficiently timely, too costly or too much effort. Or service has not failed but potentially may do so. CJIS Extranet site down, staff can handle information requests via telephone EPS Help Desk application is unavailable, requests for service can be taken via telephone CJIS User Access application server failure, site is up on backup hardware but performance is degraded T1 circuit failure at a SIRS agency, using redundant T1 but experiencing network slowness CJIS Offline search application is responding slowly Visiting employee at EPS facility cannot gain access to the network Telephone issue with one DCJIS user A service outage has occurred and a work around exists and/or the remediation and/or needed procurement is in process. DOC core network device experienced routing issues, required reboot, service back to normal but code upgrade required to prevent further issues Some CORI users are not able to retrieve CORI results via ftp service Network switch down at MSP site, redundant switch assumed primary role and new hardware will be implemented P1 P2 P3 P2 P3 P4 P3 P4 P4/P5