Problem Severity Levels. Level 1: Critical Business Impact. Customer cannot reasonably continue to use the Service. ▇▇▇▇▇’▇ goal is to have an initial response to Customer within two (2) hours of notification. Level 2: System Degradation. One or more features of the Service are affected, causing disruption of its normal functioning. “
Appears in 2 contracts
Sources: Terms of Service, Terms of Service