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 |
Incident Response:
| Severity | Response | Resolution |
| 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 |
--