Priority Level: P0
Request Type: Urgent
Issue: A major service outage with significant and immediate business impact with no workaround.
Service Hours: 24 x 7
Maximum Response Time: 1 hour

Priority Level: P1
Request Type: High
Issue: A service outage or degradation with business impact and an unsustainable workaround.
Service Hours: 24 x 7
Maximum Response Time: 2 hours

Priority Level: P2
Request Type: Medium
Issue:  A service outage or degradation with an acceptable workaround. Generally, a single user or small group is affected by a work stoppage.
Service Hours: 8am-6pm, M-F
Maximum Response Time: 4 Business Hours

Priority Level: P3
Request Type: Low
Issue: A minor service outage or degradation with an acceptable workaround that does not cause any work stoppage or a request for consultation.
Service Hours: 8am-6pm, M-F
Maximum Response Time: 1 Business Day