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Standard entitlement

Severity	Hours of Coverage	Target 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

**The target response time applies to the period when Support is available. For example, if you open a Severity 1 Support case using your Standard Entitlement on a Saturday morning the Support team will respond on the next Business Day, in this example on Monday.