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SaaS Platform Support Response Time
|Level||Severity Level||Description||Response Time||Resolution Time|
|P1||Outage||SaaS Server Down||Immediate||Depending on the hosting server issue resolutions. Expected resolutions 2 hours.|
|P2||Critical||Highly critical alert. Product is not available for use or a significant proportion of the contracted functionalities are not available or system is stuck / not working||Within 3 hours||Within 8 Hours or 1 working days|
|P3||Urgent||One or more elements of the Product critical to the functioning of Customer’s business have ceased to respond completely or respond extremely slowly.||Within 24 hours||48 hours or 2 working days|
|P4||Important||Non-critical alert. One or more elements of the Product have ceased to respond completely or respond slowly and a workaround is available.||Within 48 hours||72 hours or 3 – 4 working days|
||Two Working Days||Best Effort|
**Response time does not mean the issue is resolved.
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