| Product Status | Active |
| Support Status | Active |
| SLA Target Tier | Tier 1 |
| Priority | Release Type | Acknowledgement | Resolution | Notification Frequency |
|---|---|---|---|---|
| Critical/Urgent | Hot Fix | 2 business hours | 24 hours | 1 hour |
| High | Maintenance | 4 business hours | 1 week | 1 day |
| Medium/Normal | Scheduled | 1 business day | 2 months | 2 weeks |
| Low | Scheduled | 2 business days | 6 months | 2 months |