Initial Response: 1 hr
Software or hardware conditions on your F5 instance are preventing the execution of high-level commerce or critical business activities, including remote access to critical applications. The instance will not power up or is not passing traffic to the detriment of business-critical applications.
Security Issue:
Critical business impact due to an attack or vulnerability.

Initial Response: 2 hrs
Software or hardware on your F5 instance is significantly impairing business activities, including remote access to critical applications. The instance status is putting your network or commerce at risk.
Security Issue:
Severe business impact due to an attack, vulnerability, compliance, or data at risk.

Initial Response: 4 hrs
Software or hardware on your F5 instance is degraded and this could further impact your traffic or business-critical applications.
Security Issue:
Potential or partial business impact related to mitigation, audit results, or vulnerability.

Initial Response: 24 hrs
General questions and troubleshooting of non-critical F5 software or hardware instances. Requests for product functionality or solutions which are not currently part of the solution.
Security Issue:
General security related questions and/or concerns which are not related to an immediate need.