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Support Call Definitions
|
Priority |
Response Time |
Definition |
| 1 — URGENT |
4 Hours |
Stops business from continuing — e.g. major outage, software causes system to hang |
| 2 — HIGH |
1 Day |
Has the potential to impact business operations — e.g. software not working, significant performance impact |
| 3 — NORMAL |
2 Days |
Impacts on normal operations — e.g. some functionality impaired |
| 4 — LOW |
4 Days |
Impacts efficiency of operations but there is no business impact |
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