– Catastrophic- Immediate response goal

System, Network, Server, or Critical Application down catastrophically impacting production and/or profitability.

Major negative business impact to customers, partners, or Microsoft. It is catastrophic in both Scope and Exposure

A – Critical – Immediate to 1 hour response goal

High-impact problem in which production, operations, or development are severely impacted; or where production and/or profitability will be severely impacted within days

Any issue that has a serious negative business impact to customers, partners, or Microsoft