No Priority Priority - SLA Respond within Resolve within
1 Urgent Critical - Showstopper / System Crashes / System Down 2 Business Hours 8 Business Hours
2 High High - Incorrect Data / Missing Data / System Performance Related  4 Business Hours 5 Working Days
3 Medium Standard - Non Urgent / High / Low 8 Business Hours 10 Working Days
4 Low Change Request / Product Improvement / Product Feature Related 2 Working Days 60 Working Days