| Issue Severity | Assistance Provided | Hours of Operation |
|---|---|---|
| High (system down for entire organization) | Email and Phone Support | 24 x 7 x 365 |
| Medium (system up, workaround provided) | Email and Phone Support | 8am – 8pm Eastern Monday-Friday |
| Low (nice to have in future) | Email Support | 8am – 8pm Eastern Monday-Friday |
