What are the differences in priorities for my ticket?

For an Urgent (Severity Level One) Incident, a non-automated initial response is due within two hours of receipt of the client's report on a 24/7 basis.

Cleyvr support must provide an initial workaround or resolution within 24 hours of receipt of the ticket.

  • For a High (Severity Level Two) Incident, a non-automated initial response is due within four hours of receipt of client’s report on a 24/7 basis. Cleyvr support must provide an initial workaround or resolution within two business days of receipt of the ticket.
  • For a Medium (Severity Level Three) Incident, a non-automated response is due within one business day of receipt of client’s report during Normal Service Hours. Cleyvr support must provide an initial workaround or resolution within two business weeks of receipt of the ticket.
  • For a Low (Severity Level Four) Incident, a non-automated response is due within three business days of receipt of client’s report during Normal Service Hours. Cleyvr support must provide an initial workaround or resolution within three months of receipt of the ticket.