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Explaining Impact Tiers

The Impact Tier of IT Services is based upon the recovery time objective (RTO), which is the maximum tolerable length of time that a computer, system, or application can be down before major impacts occur.

1 - Most Critical

RTO: Up to 15 minutes

Core technology infrastructure that requires multiple data centers to be able to serve production without manual intervention.

2 - Critical

RTO: Up to 6 hours

Systems are critical to patient health and safety for immediate clinical decision making or patient diagnostic and documentation. Failure to function for even a short period of time could have a severe impact on patient treatment. Manual downtime procedures are planned, but cannot be sustained for a long period of time. Includes services related to:

  • Core communication infrastructure
  • Core patient care delivery
  • Patient monitoring systems

3 - Somewhat Critical

RTO: Up to 24 hours

Systems are required in order to perform critical hospital and business operations, but can allow for manual processes for up to 1 day as a reasonable workaround.

4 - Less Critical

RTO: Up to 5 days

Systems are necessary to UCSF, but short-term interruption or unavailability of 1 to 5 days is acceptable.

5 - Not Critical

RTO: Up to 30 days

The functions affected do not jeopardize health, safety or security of patients, faculty, students or employees and manual procedures could be used until system is available.

Pending Business Impact Analysis

RTO: To be determined

The Service owner has not completed the business impact analysis (BIA), so no RTO has been defined – hence, pending. We are actively working with our Service owners to close these pending gaps.

Not Applicable (N/A)

RTO: Not Applicable (N/A)

When an IT system or service is not managed by UCSF IT or hosted in a UCSF IT Data Center. UC Impact Tier standards do not apply.