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Standard support is available between 9am-5pm PT, Monday-Friday, excluding US holidays.| Severity | Response | Definition | Example |
|---|---|---|---|
| Critical | 4 business hours | Complete outage where majority of customers is impacted | Idemeum cloud is down |
| High | 1 business day | Downgrade of services or performance is degraded | Some users can not login with JIT accounts |
| Normal | 2 business days | Some feature is not functioning as expected | User can not request account from extension |
| Low | 4 business days | Single user problem or info request | A user can not recover mobile identity with a mobile device |