Priority Description
Initial 
Response
Resolution
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
Average

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.