Service is inoperable or the performance of the service is so severely reduced that Customer cannot reasonably continue to use the service because of the error, the error cannot be circumvented with a workaround, and it affects Customer’s ability to perform its business.

Performance is significantly degraded such that Customer’s use of the service is materially impaired, but the error can be circumvented with a workaround.

Customer is experiencing a performance, operational, or functional issue in its use of the service that can be circumvented with a workaround, and the error causes only minimal impact to the customer’s ability to use the service.

No issue with performance or operation of the services. This level includes standard questions on the API configuration, dashboard functionality, enhancement requests, or documentation clarification.