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Level of Severity | Description of Severity | Commercial Support | Free Support |
|---|---|---|---|
Level 1 - Blocker | Production application down or major malfunction resulting in majority of users unable to perform their normal functions. | < 2 hours |
Best effort |
Level 2 - Critical | Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions. | 4 < 8 hours | |
Level 3 - Major | Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. | 1 < Next business day | |
Level 4 - Minor | Minor loss of application functionality resulting in few users impacted in their normal functions. | < 2 business days | |
| Level 5 - Trivial | Product feature questions, billing questions, demo requests, etc. | < 5 business days |