Priority Entitlement
|
Severity |
Hours of coverage* |
Target Initial Response Time** |
|
1 (Critical) |
24x7 |
1 Hour |
|
2 (High) |
24x7 |
2 Hours |
|
3 (Medium) |
24x7 |
4 Business Hours |
|
4 (Low) |
24x7 |
Next Business Day |
* Coverage is the hours per day (e.g. 24), and days per week (e.g. 7). So, on Priority Entitlement the coverage is 24 hours a day, 7 days a week (Monday to Sunday).
** Target Initial Response Time applies to the time between the case being opened and the support team responding.