P2
(Medium)

P1
(Critical)

P3
(Normal)

Issues which are not directly and/or immediately affecting customers's production network nor business  are defined as P3 Normal.

Issues which do not stop customer's production networks or features from normal functioning but has still moderate impact on the business (for example, few users facing problems on a specific context or a specific feature) are defined as P2 Medium.

Issues which stop customer's production network and/or systems from normal functioning due to malfunctioning or failure of the equipment(s) or Software(s) under support contract are defined as P1 Critical.

By Phone

6 - 8 Hours
24x7

24 - 48 Hours
Next Business Day

By Email

12 - 24 Hours
Same or Next Business Day

By Email