| Severity | Task Categories | Response Times |
| PROD Functionality Impact |
| 1 | PROD services down |
15 Minutes |
| 1 | PROD maximum threshold exceeds |
| 1 | PROD business transaction failure |
| 1 | PROD production degradation leading to business impact |
| 1 | Any task approved by the customer manager |
| NON-PROD Functionality Impact |
| 2 | NON-PROD services down |
60 Minutes |
| 2 | NON-PROD maximum threshold exceeds |
| 2 | NON-PROD application funtionality impact |
| 2 | NON-PROD performance degradation |
| 2 | Any task approved by the customer manager |
| Maintenance Tasks |
| 3 | PROD/NON-PROD maintenance |
24 Hours
or
Agreed upon schedule |
| 3 | PROD/NON-PROD code migrations |
| 3 | PROD/NON-PROD patch application |
| 3 | PROD to NON-PROD Cloning |
| 3 | Any task approved by the customer manager |
| Research & Analysis |
| 4 | Research on database or application upgrade |
5 Days
or
Agreed upon schedule |
| 4 | Research on any database or application functionality |
| 4 | CPU Patch Analysis |
| 4 | Patch analysis for any suggested/recommended patch |
| 4 | Any task approved by the customer manager |
