[Critical]
24x7 critical issues resolution (in 1 hour)
Case: Server/Service down
Cause: business application can't be performed
Exceptions: Custom software failure (programmer's code error), Data-center fail, International/Local routers fail.


[High priority]
24x7 high priority tasks (in 1-2 hour(s))
Case: Urgent actions may be performed on Server/Service
Cause: business application potentially may fail
Exceptions: Custom software failure (programmer's code error), Data-center fail, International/Local routers fail.


[Normal priority]
24x7 normal priority tasks (up to 4 hours)
Case: Not urgent task (user management, backup management, application/software install/update)
Cause: Regular tasks
Exceptions: Custom software failure (programmer's code error), Data-center fail, International/Local routers fail.