Support

Follow-up Response Times

Follow-up responses take place after the initial response has occurred.

Severity	Follow-up
Critical	Once every 4 hours or mutually agreed upon time until resolved.
High	Once every 1 business day or mutually agreed upon time until resolved.
Medium	Once every 3 business days or mutually agreed upon time until resolved.
Low	Once every 9 business days or mutually agreed upon time until resolved.

Severity	Definition
Critical	System is down; major functionality is not working; material data loss or data corruption; end users unable to perform essential functions. There is no workaround for the issue(s).
High	System intermittently unable to perform essential functions. Individual end users are unable to access the system for typical functions. There may be a workaround for the issue(s).
Medium	Small number of end users intermittently unable to perform non-essential functions; Application functions and continues to be used (e.g. intermittently receive error message or general application/network slowness). There is a workaround for the issue(s).
Low	Does not impact the delivery of system functionality, does not impact the validity of data in the application (e.g. spelling error, misalignment of data on screen). Application clarification and enhancement requests. Any other general questions.