Level

Description

Commercial Support

1

Production application down or major malfunction resulting in majority of users unable to perform their normal functions.

Response: 4h

Solution: 1d

2

Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions.

Response: 1d

Solution: 2d

3

Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions.

Response: 2d

Solution: 5d

4

Minor loss of application functionality or product feature question.

Response: 4d

Solution: 1m