Support Level Goals
| Description | Priority | Response | Escalation |
|---|---|---|---|
| A problem that affects the entire client side or group of users that is significantly impacting business functions. | Critical | 30 min | 2 Hours |
| Problem with no known workaround that affects a single user or group of users and is impacting business operations. | High | 1 Hour | 4 Hours |
| A general service request or problem with a workaround solution available. | Medium | 4 Hours | 8 Hours |
| A service request that does not require immediate resolution. | Low | 24 Hours | 48 Hours |