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Standard Entitlement

Severity	Hours of Coverage*	Target Initial Response Time**
1 (Critical)	12x5	2 Business Hours
2 (High)	12x5	4 Business Hours
3 (Medium)	12x5	Next Business Day
4 (Low)	12x5	Next Business Day

* Coverage is the hours per day (e.g. 12), and days per week (e.g. 5). So, on Standard Entitlement the coverage is 12 hours a day, 5 days a week (Monday to Friday).

** Target Initial Response Time applies to the time between the case being opened and the support team responding.
NOTE: As the coverage on Standard Entitlement is Monday to Friday, if a Severity 1 case is opened outside of the 12-hour window, the support team will respond on the next working day.