Severity Level 1

• Has severe impact on customer ability to conduct business and has a total loss of service or functionality. No workaround available, Critical
• Response within 2 hours

Resolution Time

• Resolution within 4 hours
• Worked 24x7

Severity Level 2

• An incident has an impact on customer ability to conduct business and can be partial loss of service or functionality. Has a workaround available, Critical
• Response within 4 hours

Resolution Time

• Resolution within 8 hours
• Worked normal business hours
• Escalation to S1 possible

Severity Level 3

• Little or no business impact, some performance degradation, loss or inconvenience
• Response within 1 business day

Resolution Time

• Resolution within 2 business days.
• Worked normal business hours
• Escalation to S2 possible

Severity Level 4

• No business impact. Enquiry or request for support
• Response within 2 business day

Resolution Time

• Resolution within 4 business days