The Support Team prioritizes requests for support according to the following prioritylevel

guidelines:

1-Critical

• The service as a whole is not operational for multiple users during scheduled
• availability.
• Multiple core functions of the service are not operational for multiple users
• during the hours that the service is scheduled for availability.

Response Time: 4 hours on receipt of notification.

Resolution Time: investigation and attempt to resolve within 4 hours of response

time pickup.

2-High

• A single core function of the service is not operational for multiple users
• during the hours that the service is scheduled for availability.
• Multiple non-core functions of the service are not operational for multiple
• users during the hours that the service is scheduled for availability to users.

Response Time: 4 hours on receipt of notification.

Resolution Time: investigation and attempt to resolve within 16 hours of response

time pickup.

3-Medium

• One or more non-core functions of the service are not operational for multiple users during the hours that the service is scheduled for availability.

Response Time: 24 hours on receipt of notification.

Resolution Time: investigation and attempt to resolve within 48 hours of response

time pickup.

4-Low

• One or more non-core functions of the service are not operational for a
• single user during the hours that the service is scheduled for availability.
• An issue of minor, e.g. cosmetic, substance.

Response Time: 24 hours on receipt of notification.

Resolution Time: investigation and attempt to resolve within 72 hours of response

time pickup.