| Classification | Details | Time to first response for issues |
| Level 1 | - Critical loss of add-on functionality or performance resulting in high number of users unable to perform their normal functions.
| Reported during business hours
(Mon – Fri 9:00AM – 17:00PM CEST)
within 4 hours |
| Level 2 | - Moderate loss of add-on functionality or performance resulting in multiple users impacted in their normal functions.
| within 1 business day |
| Level 3 | - Minor loss of add-on functionality
- Issues encountered in a non-production environment.
| within 3 business days |
| Level 4 | - Product feature questions
- Product modification or enhancement requests
| within 5 business days |
