We are here to help you.  Please note urgency levels and response time. 

Critical:  System is down, unable to function in a production environment, and cannot proceed without assistance. Response within 4 work hours

Urgent:  Able to work without immediate assistance, but unable to complete processing in a production environment. Response within 8 work hours

Normal:  Able to complete processing in a production environment, but requires assistance with the functionality of an application. Response within 1-3 days


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