Priority 1: These issues will be escalated to a Senior Technical Support Representative in the event that the issue cannot be resolved by a Technical Support Representative within 1 hour. Critical issues include the total loss of functionality.

Priority 2 : These issues will be escalated to a Senior Technical Support Representative in the event that the issue cannot be resolved by a Technical Support Representative within 4 hours. Serious Issues include partial loss of functionality causing non-business impacting outages.

Priorit 3 : These issues will be escalated to a Senior Technical Support Representative in the event that the issue cannot be resolved by a Technical Support Representative within 1 business day. Minor Issues include non-business impacting bugs or configuration issues.

Priority 4 : These issues will be escalated to a Senior Technical Support Representative in the event that the issue cannot be resolved by a Technical Support Representative within 2 business days.