| Severity | Type of Problem | First Level Contact | Targeted Resolution Timeframe |
| Critical | Product issue causes the production system to go down or prevents the Client from working in the system. | 1 hour during business hours; 2 hours or less after business hours | 8-12 hours during business days |
| High | Failure of expected functionality, serious degradation to Client’s use of system. | 1-2 hours during business hours; 2-4 hours after business hours. | 12-48 hours during business days |
| Medium | Non-critical failure of functionality: serious issues with workaround, less serious issues without workaround. | 1 business day | 7 business days |
| Low | Functional questions, requests for information, or suggestions for future enhancement. | 2 business days | 7 business days for functional issues, or as agreed by Adesso product management for enhancements |