* 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.