| 1 | A Service failure or severe degradation. Customer is unable to access any business resources. | Service is down and not accessible by Users; Service is slowed to such a degree that multiple Users cannot log in, resulting in consistent “page not found errors” or similar. |
| 2 | A partial Service failure or mild degradation. Customer is able to access some but not all business resources. | Customer lacks write-access to the administrative feature of the Service (excluding regularly scheduled Service upgrades); Users can access the Service, but access is slow, sometimes resulting in “page not found” messages or similar, with access functioning as expected upon page refresh. |
| 3 | Minor Service impact. Customer is able to access almost all business resources. | Non-critical individual third party applications such as “personal email” are not accessible by all Users; one User is not able to access a business application; Customer is unable to successfully integrate a new business application with the Service. |
| 4 | Customer is able to access all business resources. Service feature enhancement request or how-to/product-functionality questions. | How-to questions and Service feature enhancement requests. |
