Definition of REALLY CRITICAL AND DIRE = severe impact to the business if not replaced, for example
• Critical impact on client delivery (timing or quality)
• Revenue loss
• Computer is so useless, it is being used as a paperweight
• Associate is so frustrated, they have been hospitalized due to stress multiple times
Not:
• computer is kind of slow and crashes once in a while
• computer is x years old and associate just wants a new one
• computer is the previous Dell version and heavy
• my associate keeps making annoying complaints about their computer and I just want them to stop
• etc.