![]() ![]() The issue or request may only affect one or two users. May also include questions and requests for information. The issue or request causes the user to be unable to perform a minor portion of their job, but they are still able to complete most other tasks. The issue or request creates a minimal business and financial impact. Low: Response Time – within 8 hours or 1 Business Day / Resolution Time - 5 Business Days There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). The issue or request affects a small number of users. The issue or request causes the user to be unable to perform some small portion of their job, but they are still able to complete most other tasks. The issue or request creates a low business and financial impact. Normal: Response Time – within 8 hours or 1 Business Day / Resolution Time - 3 Business Days There may or may not be an acceptable workaround to the problem. The issue or request affects a large number of users. The issue or request causes the user to be unable to work or perform some significant portion of their job. The issue or request creates a serious business and financial impact. High: Response Time – 4 hours / Resolution Time - 1 Business Day There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way) The issue or request causes the user to be unable to work or perform their job. The issue or request creates a severe business and financial impact. Urgent: Response Time – 1 hour / Resolution Time - 4 hours ![]()
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