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Avg. Response Times

See predicted initial response times based on severity.
Urgent
Complete system outage. Multiple users unable to access the system.
High
Workflow disruption with workaround. Unable to complete payroll/onboarding.
1 Hour
Medium
Partial loss of functionality with workaround. Able to complete payroll/onboarding.
4 Hours
Low
Enhancement / reporting request, or general inquiry
8 Hours