An error that renders the software inoperative or causes catastrophic failure in a production environment, including any error which prevents or severely restricts existing data loading or production data querying processes and results in a significant number of licensee users being unable to access or use the software. For Premium Support customers, the response time for Priority 1 incidents is 2 hours. For Standard Support customers, the response time is 12 hours.
An error that significantly degrades performance of the software or materially restricts licensee's use of the functionality of the software in a production environment. For Premium Support customers, the response time for Priority 2 incidents is 6 hours. For Standard Support customers, the response time is 1 day.
An error that causes only a minor impact on Licensee's use of the software (or an error which would be a Priority 1 error or Priority 2 error if the system experiencing the error were in a production environment).
