|Priority||Description||Examples||Response Time||Resolution Target|
|P1||An issue affecting one or more users within a critical business function for which there is not an acceptable workaround.||Data Center outage, major power outage, file/database server down||15 min – Issue must be called into Pick Cloud support number.||1 hour|
|P2||Performance levels have degraded below acceptable limits, but there exists a workaround.||Critical application access issues: Internet access (unrelated to connectivity)||30 min - Issue must be called into Pick Cloud support number.||2 hours|
|P3||Service degradation||Connectivity configuration, password resets, file or application restores||2 hours||4 hours|
|P4||Usage questions or informational requests||Non-problem related informational requests.||4 hours||24 hours|
Support Contact Information
|Pick Cloud Support Desk||Support||(949) firstname.lastname@example.org|
*Pick Cloud, Inc. provides support from 8am-5pm Pacific Time Monday through Friday unless otherwise discussed. Customer should always use the Pick Cloud, Inc. support number to obtain urgent support.