| Severity | Description | Response Time |
|---|---|---|
| Critical | A critical problem has arisen on the production system, preventing business operations. With no procedural workaround, a large number of users are unable to work. | 1 hour during business hours. |
| Normal | An issue on the production system that is causing a partial or non-critical loss of functionality. Only a few users are affected. | 4 hours during business hours. |
Business hours
Monday – Friday, 4AM – 2PM GMT
Help Desk is not open on weekends and all major U.S. Holidays.