| Availability Hours | 8 AM - 8 PM (EST) M-F | 8 AM - 8 PM (EST) M-F | 24 x 7 x 365 |
| SLA | 1 Business Day Response for all Severity Levels | Severity Level 1 resolution - 1 Hour Response | Severity Level 1 resolution - 1 Hour Response |
| Severity Level 2 resolution - 4 Hour Response | Severity Level 2 resolution - 2 Hour Response | ||
| Severity Level 3 resolution - 8 Hour Response | Severity Level 3 resolution - 4 Hour Response | ||
| Severity Level 4 resolution - 1 Business Day Response | Severity Level 4 resolution - 8 Hour Response | ||
| Support medium availability | Email, Phone, Online Portal | Email, Phone, Online Portal | Email, Phone, Online Portal |
| A problem that severely impacts your use of the software in a production environment (such as loss of production data or in which your production systems are not functioning). The situation halts your business operations and no procedural workaround exists. | |
| A problem where the software is functioning but your use in a production environment is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists. | |
| A problem that involves partial, non-critical loss of use of the software in a production environment or development environment. For production environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. For development environments, where the situation is causing your project to no longer continue or migrate into production. | |
| A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. For production environments, there is low-to-no impact on your business or the performance or functionality of your system. For development environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. |