Critical: production system down, public site unavailable, or business-critical access blocked. Target: same business day, immediate review during business hours.
High: core workflow blocked, launch-impacting issue, failed integration, or urgent customer-facing problem. Target: same business day.
Normal: configuration requests, questions, content/report tweaks, or non-blocking issues. Target: within one business day.
Low: cosmetic issues, enhancement ideas, or general feedback. Target: two to three business days.