We prioritize support request responses and attempts at resolution based on this severity list:
- For an Urgent (Severity Level One) Incident that is reported during Normal Service Hours, we'll get you an Initial Response within an hour. We'll work with you to get an Initial Workaround or Resolution to each Urgent Incident within 24 hours of your Support Request.
- For a High (Severity Level Two) Incident that is received during Normal Service Hours, we'll provide an Initial Response within four hours of the Support Request. Clevyr shall endeavor to provide an initial Workaround or Resolution within two business days following the receipt of the Support Request.
- For a Medium (Severity Level Three) Incident, we'll be in touch with an Initial Response within one business day, and get an Initial Workaround or Resolution to you within two business weeks.
- for a Low (Severity Level Four) Incident, our Initial Response will be provided within three business days, with the Initial Workaround or Resolution to be in place within three months following the receipt of the Support Request.