| Severity | Description | Response Time |
|---|---|---|
| Critical | Critical issue occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround. | 1 hour during business hours. |
| Normal | Issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected. | 4 hours during business hours. |
Business hours
Monday – Friday, 4AM – 2PM GMT
Help Desk is closed on Saturday and Sunday and all major U.S. Holidays.