|Severity||Call ack||Production Support Team Response on-Site/Pager Support||Target Resolution||Status Call|
|Priority 1||15 min||15 min/15 min||24 hours||Every 2 hrs|
|Priority 2||15 min||15 min/60 min||1–2 business days||Every 4 hrs|
|Major||15 min||15 min/Next business day||5–10 business days||Every 4 hrs|
|Ordinary||15 min||1 day/Next business day||Per agreed to plan||Upon closure|
|Service Request||15 min||1 day/Next business day||2–5 business days||Upon closure|
These times are cumulative for incidents that are routed to the help desk.