The DND support organization is dedicated to providing world-class solutions, and this commitment to excellence drives all of our customer interaction and support programs. To this end, we have established internal escalation processes to ensure that your problem receives the attention it deserves.

Priority Levels
Priority levels categorize the impact a problem is having on your network operations and determine our internal escalation response. When you open a case with the DND Technical Assistance Center (TAC), a mutually agreed upon priority level is assigned to your problem based on the following criteria:

· Priority 1: High
Your network is down or a frequent, recurring failure is causing a loss of service for your external customers or your internal network operations center.
Response time: Within 15 minutes

· Priority 2: Medium
Your network performance is degraded or an infrequent failure is creating performance issues for your external customers or your internal network operations center.
Response time: Within 15 minutes

· Priority 3: Low
A problem has occurred, but you have implemented a redundant system or a workaround. The product is not performing as documented.
Response time: Within 1 hour

· Priority 4: Routine
Includes requests for configuration information, software updates, product documentation or product enhancements.
Response time: Within 24 hours (1 business day)

Management Notification Schedule
When critical problems arise, management involvement may be required to ensure the proper resources and expertise are utilized in resolving incidents in a timely and appropriate manner. The following table contains the management notification schedule, which shows the intervals at which various levels of management are notified from the time a case is opened with the DND TAC. Notification continues until a problem is resolved.

Note: These intervals are provided as guidelines only.