| Gravity | Status | Level of Service | ||
|---|---|---|---|---|
| Standard | Silver | Gold | ||
| General Blocking Error | Intake | 6 hours | 4 hours | Immediate (**) |
| Resolution (*) | 24 hours | 16 hours | 8 hours | |
| Blocking Error for User | Intake | 12 hours | 6 hours | Immediate (**) |
| Resolution (*) | 4 days | 3 days | 2 days | |
| Request Assistance | Intake | 24 hours | 12 hours | Immediate (**) |
| Resolution (*) | 6 days | 5 days | 3 days | |
