On-Premise Security Target Response Times

Case Severity	Standard Support	Premium Support	Premium Priority	MCS & MCS Global	MCS Elite
Severity One (highest severity) A product is not functioning and no viable workaround is available. Customer environment compromised or at risk for significant data corruption. Mission Critical application is down or the majority of users are not able to conduct business	Up to 1 business hour	Up to 45 minutes	Up to 30 minutes	Up to 30 minutes	Up to 15 minutes
Severity Two A product's functionality is severely impaired. Mission Critical applications or the majority of users are impacted.	Up to 4 business hours	Up to 4 hours	Up to 3 hours	Up to 2 hours	Up to 1 hour
Severity Three A product is functioning in a restricted fashion and a workaround exists. Mission critical applications are functional with some end users affected.	Up to 8 business hours	Up to 8 business hours	Up to 6 business hours	Up to 4 business hours	Up to 2 business hours
Severity Four (lowest severity) Request for product information or questions regarding how to use the product Minimal impact to customer business.	Up to 2 business days	Up to 2 business days	Up to 2 business days	Up to 1 business day	Up to 1 business day

Cloud Security Target Response Times

Case Severity	Standard Support	Premium Support	Premium Priority	MCS & MCS Global	MCS Elite
Severity One (highest severity) A product is not functioning and no viable workaround is available. Customer environment compromised or at risk for significant data corruption. Mission Critical application is down or the majority of users are not able to conduct business	Up to 1 business hour	Up to 45 minutes	Up to 30 minutes	Up to 30 minutes	Up to 15 minutes
Severity Two A product's functionality is severely impaired. Mission Critical applications or the majority of users are impacted.	Up to 4 business hours	Up to 4 hours	Up to 3 hours	Up to 2 hours	Up to 1 hour
Severity Three A product is functioning in a restricted fashion and a workaround exists. Mission critical applications are functional with some end users affected.	Up to 8 business hours	Up to 8 business hours	Up to 6 business hours	Up to 4 business hours	Up to 2 business hours
Severity Four (lowest severity) Request for product information or questions regarding how to use the product Minimal impact to customer business.	Up to 2 business days	Up to 2 business days	Up to 2 business days	Up to 1 business day	Up to 1 business day

Appliance Hardware Service Target Response Times

Hardware support for appliances is available to customers for software applications running on the appliances and a valid hardware support contract. See the Hardware Response Time table below for a list of available hardware warranty options.
Initial Response (after phone-based troubleshooting is completed)

Hardware Appliance	Standard Support	Premium Support	Mission Critical Support
V10000 Appliance	Standard 3-Year, 4-Hour Onsite Parts Replacement1 Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)	Standard 3-Year, 4-Hour Onsite Parts Replacement1 Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)	Standard 3-Year, 4-Hour Onsite Parts Replacement1 Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)
V5000 Appliance	Standard 3-Year, Next Business Day Onsite Parts Replacement Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)	Standard 3-Year, Next Business Day Onsite Parts Replacement1 Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)	Standard 3-Year, Next Business Day Onsite Parts Replacement1 Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)
X10G Appliance	Not Available	Standard 3-Year, Next Business Day Onsite Parts Replacement1 Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)	Standard 3-Year, 4-Hour Onsite Parts Replacement1 Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)
1 Subject to service availability within the service location. For additional information on service availability and locations visit the Case Portal.