within control Microsoft authority to Product teams Notification of Microsoft’s Senior Executives A. Critical 1st call Allocation of Submission business response in appropriate via impact: 1 hour or resources to only Significant less sustain loss or Microsoft’s continuous degradation Resources effort on a of services at 24x7 basis2 Needs Customer Rapid access attention site as and response within 1hour required. from change Continuous control effort on a authority 24x7 basis Management Notification notification of Microsoft’s Senior Managers B. Moderate 1st call Allocation of Submission business response in appropriate via phone impact: 2 hours or resources to or web Moderate less sustain loss or Effort Business degradation during Hours1 of services Business continuous but work can Hours1 effort reasonably only Access and continue in response an impaired from change manner. control Needs authority attention within 4 within 2 Business Business Hours1 Hours1 C. Minimum 1st call Accurate Submission business response in contact via phone impact: 4 hours or information or web Substantially less on case functioning Effort owner with minor during Responsive or no Business within 24 impediments Hours1 hours of services. only Needs attention within 4 Business Hours1 1Business Hours are defined locally. 2Microsoft may need to downgrade the severity level if Customer is not able to provide adequate resources or responses to enable Microsoft to continue with problem resolution efforts.
within Microsoft to Product teams Notification of Microsoft’s Senior Executives control authority A. Submission via only Critical business impact: Significant loss or degradation of services Needs attention within 1hour 1st call response in 1 hour or less Microsoft’s Resources at Customer site as required. Continuous effort on a 24x7 basis Notification of Microsoft’s Senior Managers Allocation of appropriate resources to sustain continuous effort on a 24x7 basis2 Rapid access and response from change control authority Management notification B. Submission via phone or web Moderate business impact: Moderate loss or degradation of services but work can reasonably continue in an impaired manner. Needs attention within 2 Business Hours1 1st call response in 2 hours or less Effort during Business Hours1 only Allocation of appropriate resources to sustain Business Hours1 continuous effort Access and response from change control authority within 4 Business Hours1 C. Submission via phone or web Minimum business impact: Substantially functioning with minor or no impediments of services. Needs attention within 4 Business Hours1 1st call response in 4 hours or less Effort during Business Hours1 only Accurate contact information on case owner Responsive within 24 hours 1Business Hours are defined locally. 2Microsoft may need to downgrade the severity level if Customer is not able to provide adequate resources or responses to enable Microsoft to continue with problem resolution efforts.