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Response Times - First Response

Severity Level Description Standard Premium Premium + 24x7

Urgent

Only available for production environments.

Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists.

Does not include development issues or problems in staging environments.

 4 business hours

 2 business hours

 2 hours

High

Available for all environments.

Represents a partial loss of service with severe impact to the business and no workaround exists.

 8 business hours

 4 business hours

 4 hours

Normal

Minor loss of service. The result is an inconvenience, which may require a temporary workaround.

2 business days

2 business days

2 business days

Low

No loss of service. The result does not prevent operation of the software.

5 business days

5 business days

5 business days

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