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This type of support includes technical services support by skilled and experienced Identity Solutions staff. It incorporates on-site support with guaranteed response times. This support program has the following support level options: | Support Hours | 8am-8pm Bus Days | 5 x 12 | 24 x 7 | | Escalation | Normal | Normal | Fast Path | | Response Time Severity 1 | 2 Hour | 1 Hour | 30 Minutes | | Response Time Regular | 4 Hour | 2 Hour | 1 Hour | | Direct Response | 8 Hour | 4 Hour | 2 Hour | | Service Access | Web / Email / Ph (Sev1) | Web / Email / Ph | Web / Email / Ph | | On-Site (Hardware) | Within 3bus. days | Next day | Same day |
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