As contracted with retail service provider
Service Request Response:
| Service Request | Response | Design and Assessment |
| Routine Request - order for service or change of an existing service | 8 business hours | 5 business days |
Incident Response:
| Severity | Response | Resolution |
| Critical Incident/Request -Customer experiences total loss of service, is going out of town and needs an adjustment to service for the trip or needs billing reports for budget audit | 1 hour | 8 hours |
| Routine Incident/Request - Customer requests replacement for broken accessory or a change in service. | 4 business hours | 8 business hours |