---
title: "Premier Support Severity Levels"
id: "31402"
type: "page"
slug: "microsoft-premier-support-severity-levels"
published_at: "2018-07-06T13:45:50+00:00"
modified_at: "2025-12-08T21:24:23+00:00"
url: "https://www.uscloud.com/microsoft-premier-support-severity-levels/"
markdown_url: "https://www.uscloud.com/microsoft-premier-support-severity-levels.md"
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# Premier Support Severity Levels.

## MICROSOFT PREMIER SUPPORT SEVERITY LEVELS

## Compare Microsoft Premier Support severity levels and see each party’s responsibility based on the severity level of the Premier Support incident.

### Severity Level

### US Cloud Responsibility

### Client Responsibility

##### Severity 1

Catastrophic Business Impact:

- Complete loss of one or more primary systems or services and core business processes / business-critical work cannot reasonably continue
- Needs immediate attention

- First call response in 15 minutes or less
- Within 1 hour from Initial Response, Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays or Within 3 hours from Initial Response, outside of USC business hours: Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays
- Continuous effort, 24/7 basis
- TAM advised and monitors to regularly distribute updates on efforts
- Notification of US Cloud Sr. technical & executive staff

- Notification of Client senior executives
- Allocation of appropriate client-side resources to sustain continuous effort on a 24/7 basis
- Rapid access and response from change control authority
- Submission via phone only

##### Severity 2

Critical Business Impact:

- Significant loss or degradation of services with business-critical work severely affected, but not completely halted
- Needs accelerated attention

- First call response in 15 minutes or less
- Within 1 hour from Initial Response, Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays Within 3 hours from Initial Response, outside of USC business hours: Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays
- Continuous effort, 24/7 basis
- TAM advised and monitors
- Notification of US Cloud Senior Managers

- Allocation of appropriate resources to sustain continuous effort on a 24/7 basis
- Rapid access and response from change control authority
- Notification of Client Management
- Submission via phone only

##### Severity 3

Moderate Business Impact:

- Moderate degradation or loss of services, but work can continue in a sub-optimal manner
- Needs to be prioritized above Severity 4 issues

- First call response in 15 minutes or less
- Within following business day, Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays
- Resolution effort during business hours

- Allocation of appropriate resources to align to US Cloud effort
- Access and response from change control authority within four business hours
- Submission via phone or web

##### Severity 4

Minimum Business Impact:

- Substantially functioning with minor or no impediments of services

- First call response in 15 minutes or less
- Within following business day, Mon-Fri. 0800-1700 CST excluding US national / USC-recognized holidays
- Resolution effort during business hours

- Accurate contact information on case owner
- Responsive within 24 hours
- Submission via phone or web