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Triage Levels

Severity 1 - System Critical
System wide unavailability or system wide core functionality failure Response Time - Availability: Immediate, upon discovery - 24/7/365
Severity 2 - Customer Critical
Process failure that results in a direct financial impact to the customer Response Time - Availability: 1 business day - Monday-Friday 8:00AM-5:00PM Pacific
Severity 3 - Customer Non-Critical
Product inconsistency which impairs customer productivity but does not create a direct financial impact. Response Time - Availability: 1-2 business days - Monday-Friday 8:00AM-5:00PM Pacific
Severity 4 - Customer Minimal Impact/Feature Requests
All other issues Response Time - Availability: 2 business days - Monday-Friday 8:00AM-5:00PM Pacific

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