Email, Calendaring, Contacts & Resource Reservation
Availability: 99.0%, 24x7, excluding planned downtime, calculated monthly.
| Service Request | Response | Resolution |
| Routine Request such as create mailing list or Outlook resoure, SMTP whitelisting etc. | 1 business day | 5 business days |
| 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 fewer users | 4 business hours | 24 business hours |
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