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
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Help Desk is closed on Saturday and Sunday and all major U.S. Holidays.