Severity
Priority is based on availability, security, number of affected users, workaround and operational impact—not urgency selected by a customer.
SLA information
Response commitments must match business impact and contracted coverage.
No universal response time is promised on this page. The applicable SLA records service hours, severity rules, response targets and exclusions.
Response and restoration
A response target is not a guaranteed resolution time. Restoration, workaround, update cadence and root-cause follow-up are defined separately.
Coverage
Service hours, holidays, on-call coverage, included systems and escalation contacts belong in the signed schedule.
Measurement and exclusions
Monitoring source, maintenance windows, customer-caused incidents and external provider failures must be explicit.