||Response Times (Maximum)
|Severity Level 1
||< 15 Minutes (24x7)
||Urgent requests for service(s) down or affecting the majority of users/services.
|Severity Level 2
||< 1 Hours (24x7)
||Important requests that are or could affect the customer’s business (majority effecting issue).
|Severity Level 3
||< 2 Business Hours
||Customer escalation affecting key users or services (not down or majority effecting issue)
|Severity Level 4
||< 4 Business Hours
||Day to day questions, report bugs, changes, how to questions, non-urgent issues
|These are guaranteed times to respond. Actual response times are much sooner. Emergency support cases are responded to in less then 5 minutes and almost others are responded to in less then 30 minutes. These are not guaranteed time to resolution, as that can vary depending on the issue or if external software/hardware vendors are involved.