Incident Management Priority Level Response Resolution

Priority

Submission method

Response target

Customer update frequency

Restoration target

Critical

Phone

< 30 minutes

1 business hour

4 business hours

High

Phone, email, fax or web form

< 4 business hours

1 business day

2 business days

Medium

Phone, email, fax or web form

< 8 business hours

2 business days

4 business days

Low

Phone, email, fax or web form

< 16 business hours

5 business day

10 business days

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