|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.|
Monday – Friday, 4AM – 2PM GMT
Help Desk is closed on Saturday and Sunday and all major U.S. Holidays.