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Level 1 - Emergency
Level 2 - High
Level 3 - Medium
Level 4 - Low
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.
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