Priority level
Description
Initial response
Fix or workaround
1
The Service is down and cannot be accessed
Within 4 hours
Within 12 hours
2
The Service is running, but substantial errors occur
Within 8 hours
Within 2 business days
3
Errors in the Service affect users’ ability to benefit fully from the Service
Within 1 business day
Within 3 business days
4
The Service displays some minor errors
Within 2 business days
Within 10 business days, unless otherwise indicated in response