| Severity | Initial Response Time | Resolution Time |
|---|---|---|
| Priority - 0 | Less than 1 hour | Less than 12 hours |
| Priority - 1 | Less than 8 hours, 24x7x365 | Less than 48 hours |
| Priority - 2 | Less than 48 hours Developer will respond during business hours. |
To be determined on a case by case basis. Bug fixes or patches may be deferred to a scheduled maintenance release. |
| Priority - 3 | 5 business days | Bug fixes or patches may be deferred to a scheduled maintenance release. |