|Urgent||Interruption making critical functionality inaccessible or a complete interruption of service causing a serious impact on its availability. There is no alternative.||3 hours||1 day|
|High||Critical functionality or system access is interrupted, degraded or unusable, having a serious impact on the availability of services. No acceptable and possible alternative.||1 day||2 days|
Non-critical, unusable, or difficult to use function or procedure with operational impact, but without direct impact on service availability. The system is available.
|2 days||5 days|
|Low||Noncritical function or procedure partially affected with available workaround, but with no direct impact on service availability. The system is available.||5 days||20 days|
Hours of operation: 9:00 AM to 5:00 PM Monday through Friday.