High: Services are unavailable, inaccessible due to a failure of at least one components of the application.

• Response time within (1) one business day from receipt of report or call
• Restoration or resolution time within (2) two business days from receipt of report or call
• Incident Report submission within (5) five business days.
• Documentation and Cause Analysis within (7) to (10) seven to 10 business days from report.

Medium: Services are still available but one or more major functionalities are unavailable resulting into a service degradation.

• Response time within (2) two business day from receipt of report or call
• Restoration or resolution time within (3) three business days from receipt of report or call
• Incident Report submission within (7) seven business days.
• Documentation and Cause Analysis within (7) to (10) seven to 10 business days from report.

Low: Isolated cases that are non-service impacting.

• Response time within (2) two business day from receipt of report or call.
• Restoration or resolution time within (4) four business days from receipt of report or call
• Incident Report submission within (7) seven business days.
• Documentation and Cause Analysis within (7) to (10) seven to 10 business days from report.

Response time within (3) three business day from receipt of report or call.