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<br /> <br /> <br /> “B” – 7 <br />III. Response Commitments. <br /> Severity Level <br /> Emergency Critical Normal Low <br />Contact Method Online Ticket <br />Entry <br /> <br />or <br /> <br />Backup <br />Emergency Phone <br />Line <br /> <br />Online Ticket <br />Entry <br /> <br /> <br />Online Ticket <br />Entry <br /> <br />or <br /> <br />Self-help through <br />Partner Portal <br />Online Ticket <br />Entry <br /> <br />or <br /> <br />Self-help through <br />Partner Portal <br />Start Review <br />Commitment <br />Immediate. <br /> <br />Next working <br />business hour. <br /> <br />Within two <br />business days. <br /> <br />Within two <br />business days. <br /> <br />Start Work <br />Commitment <br />Immediate Within one <br />business day. <br />In context of <br />ongoing work. <br />As resources <br />allow. <br />Resolution <br />Commitment <br />Work until <br />resolved, except <br />where blocked by <br />third-party <br />dependencies. <br />If possible without <br />code changes, <br />usually resolved <br />within 24 hours. If <br />code changes are <br />needed, <br />BiblioCommons <br />may release a <br />hotfix, or else <br />defer code <br />changes to an <br />upcoming release <br />Feature Release. <br />In the context of <br />ongoing work. <br />As resources <br />allow. <br /> <br /> <br />Docusign Envelope ID: 49D5B7A4-3432-4225-B626-F266F1A79679