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Severity Level | Initial Response Time | Communication Frequency |
Severity 1 Error | 30 minutes, 24x7** | Every 4 hours, 24x7** |
Severity 2 Error | 1 hour* | 48 Hours* |
Severity 3 Error | 4 hours* | Weekly* |
*During Standard Business Hours
**For Software that has been announced as End of Life, Standard Business Hours apply to Response Times and Communication Frequency : Monday to FridayMonday-Friday 7AM - 6PM CET
4. Error Resolution and Escalation
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