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