Gold
Silver
Bronze
Hours of availability
24 X 7
(Sev-1 Urgent)
9-5, Monday - Friday
Us Local Time
European Central Time
Australia Eastern Time
N/A
Severity 1
Urgent
First Response
Update Frequency
60 minutes
4 hours
4 business hours
8 business hours
N/A
N/A
Severity 2
High
First Response
Update Frequency
4 business hours
8 business hours
8 business hours
2 business days
N/A
N/A
Severity 3
Normal
First Response
Update Frequency
8 business hours
3 business days
24 business hours
5 business days
N/A
N/A
Severity 4
Low
First Response
Update Frequency
24 business hours
Reasonable best effort
24 business hours
Reasonable best effort
24 business hours
Reasonable best effort
Technical contacts allowed
4
3
2

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