Service Severity Levels

Severity Levels

Level 1 - Emergency

Level 2 - High

Level 3 - Medium

Level 4 - Low

Explanation

Cloud service is down

Cloud service is operational but significant disruption of functionality.

Issues causing moderate to low functionality.

Cloud service is operational no significant disruption to service; issues with little time sensitivity such as general questions assistance with APP setup.

Ticket Response Goals

Within 10 seconds for live chat.
For tickets within 30 minutes

Within 20 seconds for live chat
For tickets within 1 hour

Within 30 seconds for live chat
For tickets within 45 minutes

Within 1 minute for live chatFor tickets within 4 hours