| Severity | Definition | Response Time |
| Low |
An event and/or problem that has limited business impact and is not critical in nature, or does not have any significant impact on the customer. |
1 day |
| Normal |
An event and/or problem that disrupts the operations of the services. A workaround is available and use of the services can continue. |
1 day |
| High |
An event and/or problem that has a major business impact on the reseller or a critical operation. The event and/or problem may limit the operations of the services. |
4 hours |
| Urgent |
An event and/or problem that has a significant business impact, or an immediate severe impact on a core business process or an operation that is mission critical to the business. The event and/or problem may render the services non-functional or severely limited. |
1 hour |