Application patch maintenance and support, including service request fulfillment and incident resolution
Availability: 98.9%, excluding planned downtime, calculated monthly. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.
|Severity||Response||Target Close / Timeframe|
|Campus-wide outage||15 Minutes||4 Hours, 24x7|
|Major administrative process inoperable or degraded||30 Minutes||6 Hours, 24x7|
|Application feature error||2 Hours||12 Hours, M-F 8am-5pm|