99.9%, 24x7
Service Request Response:
Service Request | Response | Design and Assessment |
Routine Request - account lockout, problem authenticating, or incorrect directory information | 8 business hours | 5 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident – an outage or issue that affects 50 or more users | 1 hour | 8 hours |
Routine Incident – an outage or issue that affects 49 or less users | 4 business hours | 8 business hours |
N/A