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| Severity | Description | Priority | Response Aim | Resolution Aim |
|---|---|---|---|---|
| Defects | ||||
| Critical (SEV-1) | A problem that prevents your users achieving a business-critical function where there is no other workaround available | Urgent | 1 business hour | 1 business day |
| Major Problem (SEV-2) | A problem that prevents your users achieving an important function | High | 1 business day | 5 business days |
| Minor Problem (SEC-3) | A problem that, although inconvenient, can be tolerated for a reasonable amount of time | Medium | 2 business days | 4 business weeks |
| Service Requests | ||||
| Service Request | Request Datalink to provide a service | High | 1 business day | 10 business days |
| Feature Request | Suggest a new feature or a change to an existing feature | Low | 5 business days | - |
| Help | ||||
| Question | A question on how to use the software | Medium | 2 business days | - |
| Feedback | ||||
| Information | Provide feedback and advice to Datalink without any need for a response | Low | - | - |
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