| Level | Explanation |
| 1 | This is the highest severity level. All Sev. 1 requests result in someone being paged regardless of time. These requests require immediate attention, and must be resolved ASAP. Alerts sent out every 10 minutes, and deadline is at one hour. |
| 2 | Very high severity. This level should be used for multiple customer affecting issues, and its deadline is 2 hours. Alerts at 10, 30, and 60 minutes, as well as at deadline. |
| 3 | This severity should be used for issues that need to be addressed and resolved within 8 hours. Alerts are sent out at 1,2, and 4 hours as well as at deadline. |
| 4 | This level is for issues that should be resolved within 24 hours. Alerts are sent out at 2,8,16 hours, and at deadline. |
| 5 | This is the default severity. These requests should be handled in a timely manner, but they are not as time critical as other requests and are not affecting our customers. This is used for the majority of requests. Alerts are sent out at 12,24, and 36 hours with a deadline at 48 hours (2 days). |
| Project (6) | This level is used for long term projects and issues that will require more than 2 weeks. There are no automated escalations. An estimated completion date is established and alerts are based on that given date. Alerts for this severity are email only. |
