||Type of Problem
||First Level Contact
||Targeted Resolution Timeframe
||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
||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
||Non-critical failure of functionality: serious issues with workaround, less serious issues without workaround.
||1 business day
||7 business days
||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