Support Severity Definitions |
| Prospect | Trial | Customer |
Critical (Severity 1) | Critical production issue that severely impacts your use of the service.The situation halts your business operations and no procedural workaround exists.
| <24 hour response | 1 hour response <4 hour resolution | 1 hour response <4 hour resolution |
Major (Severity 2) | Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists.
| <72 hour response | 4 hour response <24 hour resolution | 4 hour response <24 hour resolution |
Minor (Severity 3) | There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable. | <72 hour response | 24 hour response <72 hour resolution | 24 hour response <72 hour resolution |
Cosmetic (Severity 4) | Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available. | 2 days | 1 day | 1 day |