Severity Definition Example
 Critical 30 minutes response time for receipt of customer call 24 x 7 x 365.   Escalation procedure starts 1 hour after call received if work around not in place.
 Moderate  2 hour during business hours (Monday to Friday 0900 SGT to 2200 SGT).  Customer may escalate ticket to be urgent via the support portal if issue worsens prior to receiving a response.
 Minimal  4 hour during business hours (Monday to Friday 0900 SGT to 2200 SGT).  Customer may escalate ticket to be urgent via the support portal if issue worsens prior to receiving a response.