Availability: 99.0%, 24x7, excluding planned downtime, calculated monthly.
Service Request Response:
|Service Request||Response||Design and Assessment|
Routine Request – Such as SSO setup, create identity, etc.
|8 business hours||5 business days|
|Critical Incident – an outage or issue that affects 50 or more users||1 hour||8 hours|
|Routine Incident – account lockout, problem authenticating, incorrect directory information or an issue that affects 49 or less users||4 business hours||8 business hours|