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Severity	Definition	Response Time	Restoration Time
Critical	Issue affecting entire system or single critical production function; Software Service or Software down or operating in materially degraded state; Data integrity at risk; Material financial or clinical operations impact; Declared a Critical Support Request by the Client; or Widespread access interruptions.	< 1 hour	4 hours
High	Primary component failure that materially impairs its performance; or Data entry or access is materially impaired on a limited basis.	< 1 hour	8 hours
Medium	Software Service or Software is operating with minor issues addressable with a workaround.	Same Day	5 days
Low	Request for assistance, information, or services that are routine in nature.	24 hours	30 days