Critical

2 business hours

Production System Down
The program is unusable resulting in total disruption of work or other critical business impact. No workaround is available.

High

4 business hours

Major Features/Function Failure
Operations are severely restricted, there is a major disruption of work, and there is not an acceptable workaround available.

Medium

6 business hours

Minor Feature/Function Failure
Program does not operate as designed, minor impact on usage, acceptable workaround deployed.

Low

Next business day

Minor Problem
Documentation, general information, assistance, enhancement request, etc.