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Service Levels You Can Measure
Each customer agreement can define support hours, ticket priorities, initial response targets, escalation procedures, communication requirements, support scope, and exclusions.
Exact service targets are established within each customer agreement.
Priority 1 - Critical
Major business interruption affecting multiple users or essential operations.
Priority 3 - Normal
Standard technical issue affecting normal productivity.
Priority 2 - High
Significant problem affecting an individual or department with limited workaround.
Priority 4 - Request
General service request, account change, software installation, or administrative request.