For S1 or S2 service requests - If your network is down or severely degraded - or if you do not have Internet access, contact the TAC via telephone. TAC engineers are assigned immediately to S1 and S2 service requests to help keep our business operations running smoothly. To ensure that all service requests are reported in a standard format, we have established service request severity definitions.

Severity 1 (S1) - Your network is "down" or there is a critical impact to your business operations. You and the region will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2)-Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance. You and the region will commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)-Operational performance of your network is impaired while most business operations remain functional. You and the region are willing to commit resources during normal business hours to restore service to satisfactory levels.
Severity 4 (S4)-You require information or assistance with equipment or software capabilities, installation, or configuration. There is little or no effect on your business operations.

When you create a service request, you will:
1. Receive prompt, courteous service from an Engineer qualified to solve the problem.
2. You will receive assistance by telephone or electronic mail for information related to product use, configuration, and troubleshooting.
3. Response will be within one hour for all requests received during standard business hours.
4. Response will be no later than the next business day for S3 and S4 requests or requests received outside standard business hours.