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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