{"xsrfToken":"48022e7166a6f20121afcf82b53e1dacaade8147_lout","branding":{"id":"6","key":"es","name":"Engineering Support","portalBaseUrl":"/servicedesk/customer/portal/6","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/6/2","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#001726","headerLinkHoverBGColor":"#001726","headerBadgeColor":"#001726"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/3de52851-f2de-4a16-9883-bd12db2df063/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI0OTQwN2RjOC1jZTQ1LTRmOWEtOWI2MC0yOGVlYzI4ZGU5MTciLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjNkZTUyODUxLWYyZGUtNGExNi05ODgzLWJkMTJkYjJkZjA2MyI6WyJyZWFkIl19LCJleHAiOjE3NDEyNDc5MjksIm5iZiI6MTc0MTI0NzMyOX0.43CM1jN2WiFiKb2fO9uroGPdpopV5ggh4ivHNWvoG-Q&client=49407dc8-ce45-4f9a-9b60-28eec28de917&mode=fit","logoId":"3de52851-f2de-4a16-9883-bd12db2df063","isLogoAvailable":true,"helpCenterTitle":"Welcome to the Help Center!","sharedPortalName":"TechnologyAdvice Help Center","userInitialAnnouncementHeader":"Where can I get help?","userInitialAnnouncementMessageWiki":"<p>Not sure where to go to for support? Check out the <a href=\"https://docs.google.com/document/d/1fw62kPfI4zX4DUDtNVGsqC4-RUMzuW7_pjps-eD2qKQ/edit#\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\" style=\"text-decoration: underline;\">Treasure Map</a> that includes common resources and contacts for technology and beyond.</p>\n<p><a href=\"https://docs.google.com/spreadsheets/d/1-cZsyvvXzoiH8FJrYYyo8UHo-XQsZN40tCeQalZ19Zc/edit#gid=0\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\" style=\"text-decoration: underline;\">The Tzar Sheet</a> has points of contact for most major software platforms in use, as well as preferred methods to report issues.</p>","translations":{"en-US":{"helpCenterTitle":"Welcome to the Help Center!","sharedPortalName":"TechnologyAdvice Help Center","announcementHeader":"Where can I get help?","announcementMessage":"Not sure where to go to for support? Check out the [Treasure Map|https://docs.google.com/document/d/1fw62kPfI4zX4DUDtNVGsqC4-RUMzuW7_pjps-eD2qKQ/edit#] that includes common resources and contacts for technology and beyond.\n\n[The Tzar Sheet|https://docs.google.com/spreadsheets/d/1-cZsyvvXzoiH8FJrYYyo8UHo-XQsZN40tCeQalZ19Zc/edit#gid=0] has points of contact for most major software platforms in use, as well as preferred methods to report issues.","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#0074e0","helpCenterTitleColor":"#ffffff","useDefaultBanner":true,"isBannerAvailable":false,"hasTopBarBeenSplit":false},"portal":{"id":"6","key":"es","projectId":10031,"serviceDeskId":6,"name":"Engineering Support","description":"<p>Requests related to our Websites, Traction, or our Cloud Infrastructure (AWS or GCP).</p>","portalBaseUrl":"/servicedesk/customer/portal/6","reqTypes":[{"id":"158","name":"Engineering Support","descriptionHtml":"<p><b>Engineering Support requests</b> should be submitted for support when something is not working as expected.</p>\n<p><b>New feature requests or changes to existing features</b> should be submitted to the Product team following <a href=\"https://docs.google.com/drawings/d/1cQG-v6bzxF5EsUzssmdByxXWpVy-7teT99ae9hrN05I/edit\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">this workflow</a>.</p>\n<p>Do not use this form for new product requests.</p>\n<p>Please refer to the <a href=\"https://docs.google.com/document/d/1vH2mu2PjfIQV7Tljgy3XEwW94IT1ub2HrkXebLpf--M/edit?usp=sharing\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Escalation and Support Process </a> for guidelines on identifying the severity of this request and for expected timelines for a response and a resolution based on severity. Ask your manager if you are unsure of what priority you should put on the ticket.</p>\n<h5><a name=\"OutlineofPriorityLevels\" target=\"_blank\"></a>Outline of Priority Levels</h5>\n<div class=\"table-wrap\">\n <table class=\"confluenceTable\">\n <tbody>\n <tr>\n <th class=\"confluenceTh\">Priority</th>\n <th class=\"confluenceTh\">Description</th>\n <th class=\"confluenceTh\">Time to Respond</th>\n </tr>\n </tbody>\n </table>\n</div>\n<div class=\"table-wrap\">\n <table class=\"confluenceTable\">\n <tbody>\n <tr>\n <td class=\"confluenceTd\">Blocker</td>\n <td class=\"confluenceTd\">Action must be taken immediately. If no immediate action is taken, the business will be <em><b>severely impacted financially or reputationally</b></em>. For example, a significant portion of an application is down, or there is a sizeable financial impact if immediate action is not taken.</td>\n <td class=\"confluenceTd\">One Hour</td>\n </tr>\n </tbody>\n </table>\n</div>\n<div class=\"table-wrap\">\n <table class=\"confluenceTable\">\n <tbody>\n <tr>\n <td class=\"confluenceTd\">Critical</td>\n <td class=\"confluenceTd\">Action must be taken within the next 2 days. The business will be impacted within the next couple of business days. For example, a page is inaccessible or an inaccurate report needs to be corrected within a few days.</td>\n <td class=\"confluenceTd\">Four Hours</td>\n </tr>\n </tbody>\n </table>\n</div>\n<div class=\"table-wrap\">\n <table class=\"confluenceTable\">\n <tbody>\n <tr>\n <td class=\"confluenceTd\">Major / Normal</td>\n <td class=\"confluenceTd\">Action should be taken soon but not within the next two days. The majority of requests should fall into these categories. These are minor impact or lower-priority items that do not need to be addressed immediately.</td>\n <td class=\"confluenceTd\">Eight hours to One Week</td>\n </tr>\n </tbody>\n </table>\n</div>\n<p><em>Note: SLAs reflect U.S. team business working hours</em></p>","callToAction":"Engineering Support","introHtml":"<p>Engineering Support Request</p>","icon":10638,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10638","groups":[46],"key":""},{"id":"205","name":"Website Support","descriptionHtml":"<p>Website Support requests should be submitted for support when something is not working as expected. New feature requests or changes to existing features should be submitted to the Product team.</p>","callToAction":"Website Support","introHtml":"<p>Bugs found on a website in the portfolio</p>","icon":10684,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10684","groups":[46],"key":""},{"id":"122","name":"Blocker Issue","descriptionHtml":"<p>Valid Examples are, websites are completely down, critical business processes are not working, or the call center is down.</p>","callToAction":"Blocker Issue","introHtml":"<p>Issues where not taking immediate action would cause severe detriment to the business.</p>","icon":10655,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10655","groups":[],"key":""},{"id":"149","name":"Clicks / HQL / Affiliate Links Support Request","descriptionHtml":"<p>Request support for Intent Clicks, HQL, and Affiliate Links</p>","callToAction":"Clicks / HQL / Affiliate Links Support Request","introHtml":"<p>Support for Intent Clicks, HQL, and Affiliate Links</p>","icon":10685,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10685","groups":[],"key":""},{"id":"123","name":"Critical Issue","descriptionHtml":"<p>Examples: unable to deliver leads to a client and the delivery date is today, client requires updated data due immediately</p>","callToAction":"Critical Issue","introHtml":"<p>Issues where not taking quick action will cause long-term negative impacts to the business.</p>","icon":10660,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10660","groups":[],"key":""},{"id":"124","name":"Data Engineering Support","descriptionHtml":"","callToAction":"Data Engineering Support","introHtml":"","icon":10510,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10510","groups":[],"key":""},{"id":"196","name":"Declare StatusPage Incident","descriptionHtml":"<p>STOP! Read before proceeding!</p>\n<p>Declaring a StatusPage Incident will alert multiple parties of an outage. Please ensure to document any tickets and information related to the outage.</p>","callToAction":"Declare StatusPage Incident","introHtml":"","icon":10707,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10707","groups":[],"key":""},{"id":"87","name":"DevOps Support","descriptionHtml":"","callToAction":"DevOps Support","introHtml":"","icon":10661,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10661","groups":[],"key":""},{"id":"148","name":"Leadgen Support Request","descriptionHtml":"<p>This form is for all Outbound Leadgen Issues (CSM, Fulfillment, Email, OT, TD, QA, and Delivery Portals).</p>","callToAction":"Leadgen Support Request","introHtml":"<p>Brand-to-Demand, includes support for CSM, Fulfillment, Email, Out-Task, QA, and Delivery Portals</p>","icon":10688,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10688","groups":[],"key":""},{"id":"74","name":"Legacy - Blocker Issue","descriptionHtml":"<p>Valid Examples are, websites are completely down, critical business processes are not working, or the call center is down.</p>","callToAction":"Legacy - Blocker Issue","introHtml":"<p>Use this form to submit serious blocking issues. Not taking immediate action would cause severe detriment to the business.</p>","icon":10657,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10657","groups":[],"key":""},{"id":"86","name":"Legacy - Critical Issue","descriptionHtml":"<p>Examples: unable to deliver leads to a client and the delivery date is today, client requires updated data due immediately</p>","callToAction":"Legacy - Critical Issue","introHtml":"<p>Use this form to submit issues with high business impact. Not taking quick action will cause long-term negative impacts to the business.</p>","icon":10660,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10660","groups":[],"key":""},{"id":"97","name":"Legacy - Data Engineering Support","descriptionHtml":"","callToAction":"Legacy - Data Engineering Support","introHtml":"","icon":10510,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10510","groups":[],"key":""},{"id":"76","name":"Legacy - Non-Critical Issues","descriptionHtml":"","callToAction":"Legacy - Non-Critical Issues","introHtml":"<p>Use this form to submit issues. This level is appropriate for the majority of requests.</p>","icon":10472,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[],"key":""},{"id":"125","name":"Non-Critical Issues","descriptionHtml":"","callToAction":"Non-Critical Issues","introHtml":"<p>Use this form to submit issues. This level is appropriate for the majority of requests.</p>","icon":10472,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[],"key":""},{"id":"152","name":"Product Catalog Support Request","descriptionHtml":"","callToAction":"Product Catalog Support Request","introHtml":"<p>Support for TACom Product Profiles, Categories, and Product Catalog</p>","icon":10689,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10689","groups":[],"key":""},{"id":"130","name":"TAURUS and Newsletter Subscriptions","descriptionHtml":"","callToAction":"TAURUS and Newsletter Subscriptions","introHtml":"","icon":10686,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10686","groups":[],"key":""},{"id":"168","name":"Test Form - Do Not Use","descriptionHtml":"<p><b>Engineering Support requests</b> should be submitted for support when something is not working as expected. <b>New feature requests or changes to existing features</b> should be submitted to the Product team following <a href=\"https://docs.google.com/drawings/d/1cQG-v6bzxF5EsUzssmdByxXWpVy-7teT99ae9hrN05I/edit\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">this workflow</a>.</p>\n<p>Do not use this form for new product requests.</p>\n<p>Please refer to the <a href=\"https://docs.google.com/document/d/1vH2mu2PjfIQV7Tljgy3XEwW94IT1ub2HrkXebLpf--M/edit?usp=sharing\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Escalation and Support Process </a> for guidelines on identifying the severity of this request and for expected timelines for a response and a resolution based on severity. Ask your manager if you are unsure of what priority you should put on the ticket.</p>\n<h5><a name=\"OutlineofPriorityLevels\" target=\"_blank\"></a>Outline of Priority Levels</h5>\n<div class=\"table-wrap\">\n <table class=\"confluenceTable\">\n <tbody>\n <tr>\n <th class=\"confluenceTh\">Priority</th>\n <th class=\"confluenceTh\">Description</th>\n <th class=\"confluenceTh\">Time to Respond</th>\n </tr>\n </tbody>\n </table>\n</div>\n<div class=\"table-wrap\">\n <table class=\"confluenceTable\">\n <tbody>\n <tr>\n <td class=\"confluenceTd\">Blocker</td>\n <td class=\"confluenceTd\">Action must be taken immediately. If no immediate action is taken, the business will be <em><b>severely impacted financially or reputationally</b></em>. For example, a significant portion of an application is down, or there is a sizeable financial impact if immediate action is not taken.</td>\n <td class=\"confluenceTd\">One Hour</td>\n </tr>\n </tbody>\n </table>\n</div>\n<div class=\"table-wrap\">\n <table class=\"confluenceTable\">\n <tbody>\n <tr>\n <td class=\"confluenceTd\">Critical</td>\n <td class=\"confluenceTd\">Action must be taken within the next 2 days. The business will be impacted within the next couple of business days. For example, a page is inaccessible or an inaccurate report needs to be corrected within a few days.</td>\n <td class=\"confluenceTd\">Four Hours</td>\n </tr>\n </tbody>\n </table>\n</div>\n<div class=\"table-wrap\">\n <table class=\"confluenceTable\">\n <tbody>\n <tr>\n <td class=\"confluenceTd\">Major / Normal</td>\n <td class=\"confluenceTd\">Action should be taken soon but not within the next two days. The majority of requests should fall into these categories. These are minor impact or lower-priority items that do not need to be addressed immediately.</td>\n <td class=\"confluenceTd\">Eight hours to One Week</td>\n </tr>\n </tbody>\n </table>\n</div>\n<p><em>Note: SLAs reflect U.S. team business working hours</em></p>","callToAction":"Test Form - Do Not Use","introHtml":"<p>Test Form - Do Not Use</p>","icon":10647,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10647","groups":[],"key":""},{"id":"143","name":"Traction Insights","descriptionHtml":"","callToAction":"Traction Insights","introHtml":"","icon":10498,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10498","groups":[],"key":""},{"id":"153","name":"Vendor Support Request for Traction","descriptionHtml":"","callToAction":"Vendor Support Request for Traction","introHtml":"<p>File a support request on behalf of a customer for Traction issues</p>","icon":10647,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10647","groups":[],"key":""},{"id":"150","name":"Web and Advertising Support Request","descriptionHtml":"<p>Support for Wordpress, TRcom, Web Site Properties, and Fastly</p>","callToAction":"Web and Advertising Support Request","introHtml":"<p>Support for Wordpress, TRcom, Web Site Properties, and Fastly</p>","icon":10684,"iconUrl":"https://technologyadvice.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10684","groups":[],"key":""}],"reqGroups":[{"id":46,"name":"Engineering Support"}],"orderMapping":{"42":[149],"26":[124],"20":[87],"46":[158,205],"41":[148],"16":[125],"40":[125,123,122],"43":[152,150],"34":[130],"44":[143],"45":[153]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"c8cf5cd0-dc47-3077-9744-5978dcff2653","appLinkName":"System Confluence","appLinkUrl":"https://technologyadvice.atlassian.net/wiki","spaceKey":"ES1","spaceName":"Engineering Support","spaceUrl":"https://technologyadvice.atlassian.net/wiki/spaces/ES1","isServer":false},"labels":[],"projectKey":"ES","serviceDeskId":6,"kbLinkDomainURLs":["https://technologyadvice.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":6,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"ES","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI0OTQwN2RjOC1jZTQ1LTRmOWEtOWI2MC0yOGVlYzI4ZGU5MTciLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDAzMSI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NDEyNDg1MjksIm5iZiI6MTc0MTI0NzMyOX0.TuJwKwAFoYMGl9xEiRLAAx_wi1AxrSQ3Dk0QG-ddDfo","targetCollection":"upload-project-10031","endpointUrl":"https://api.media.atlassian.com","clientId":"49407dc8-ce45-4f9a-9b60-28eec28de917","tokenDurationInMins":20}},"reqCreate":{"id":158,"projectId":10031,"form":{"name":"Engineering Support","descriptionHtml":"<p><b>Engineering Support requests</b> should be submitted for support when something is not working as expected.</p>\n\n<p><b>New feature requests or changes to existing features</b> should be submitted to the Product team following <a href=\"https://docs.google.com/drawings/d/1cQG-v6bzxF5EsUzssmdByxXWpVy-7teT99ae9hrN05I/edit\" class=\"external-link\" rel=\"nofollow noreferrer\">this workflow</a>. </p>\n\n<p>Do not use this form for new product requests.</p>\n\n<p>Please refer to the <a href=\"https://docs.google.com/document/d/1vH2mu2PjfIQV7Tljgy3XEwW94IT1ub2HrkXebLpf--M/edit?usp=sharing\" class=\"external-link\" rel=\"nofollow noreferrer\">Escalation and Support Process </a> for guidelines on identifying the severity of this request and for expected timelines for a response and a resolution based on severity. Ask your manager if you are unsure of what priority you should put on the ticket.</p>\n\n<h5><a name=\"OutlineofPriorityLevels\"></a>Outline of Priority Levels</h5>\n\n<div class='table-wrap'>\n<table class='confluenceTable'><tbody>\n<tr>\n<th class='confluenceTh'>Priority </th>\n<th class='confluenceTh'>Description </th>\n<th class='confluenceTh'>Time to Respond</th>\n</tr>\n</tbody></table>\n</div>\n\n\n<div class='table-wrap'>\n<table class='confluenceTable'><tbody>\n<tr>\n<td class='confluenceTd'>Blocker</td>\n<td class='confluenceTd'> Action must be taken immediately. If no immediate action is taken, the business will be <em><b>severely impacted financially or reputationally</b></em>. For example, a significant portion of an application is down, or there is a sizeable financial impact if immediate action is not taken. </td>\n<td class='confluenceTd'> One Hour</td>\n</tr>\n</tbody></table>\n</div>\n\n\n<div class='table-wrap'>\n<table class='confluenceTable'><tbody>\n<tr>\n<td class='confluenceTd'>Critical</td>\n<td class='confluenceTd'>Action must be taken within the next 2 days. The business will be impacted within the next couple of business days. For example, a page is inaccessible or an inaccurate report needs to be corrected within a few days.</td>\n<td class='confluenceTd'> Four Hours </td>\n</tr>\n</tbody></table>\n</div>\n\n\n<div class='table-wrap'>\n<table class='confluenceTable'><tbody>\n<tr>\n<td class='confluenceTd'>Major / Normal</td>\n<td class='confluenceTd'> Action should be taken soon but not within the next two days. The majority of requests should fall into these categories. These are minor impact or lower-priority items that do not need to be addressed immediately. </td>\n<td class='confluenceTd'> Eight hours to One Week</td>\n</tr>\n</tbody></table>\n</div>\n\n\n<p><em>Note: SLAs reflect U.S. team business working hours</em></p>","callToAction":"Engineering Support","intro":"<p>Engineering Support Request</p>","instructions":"<p><b>Engineering Support requests</b> should be submitted for support when something is not working as expected.</p>\n\n<p><b>New feature requests or changes to existing features</b> should be submitted to the Product team following <a href=\"https://docs.google.com/drawings/d/1cQG-v6bzxF5EsUzssmdByxXWpVy-7teT99ae9hrN05I/edit\" class=\"external-link\" rel=\"nofollow noreferrer\">this workflow</a>. </p>\n\n<p>Do not use this form for new product requests.</p>\n\n<p>Please refer to the <a href=\"https://docs.google.com/document/d/1vH2mu2PjfIQV7Tljgy3XEwW94IT1ub2HrkXebLpf--M/edit?usp=sharing\" class=\"external-link\" rel=\"nofollow noreferrer\">Escalation and Support Process </a> for guidelines on identifying the severity of this request and for expected timelines for a response and a resolution based on severity. Ask your manager if you are unsure of what priority you should put on the ticket.</p>\n\n<h5><a name=\"OutlineofPriorityLevels\"></a>Outline of Priority Levels</h5>\n\n<div class='table-wrap'>\n<table class='confluenceTable'><tbody>\n<tr>\n<th class='confluenceTh'>Priority </th>\n<th class='confluenceTh'>Description </th>\n<th class='confluenceTh'>Time to Respond</th>\n</tr>\n</tbody></table>\n</div>\n\n\n<div class='table-wrap'>\n<table class='confluenceTable'><tbody>\n<tr>\n<td class='confluenceTd'>Blocker</td>\n<td class='confluenceTd'> Action must be taken immediately. If no immediate action is taken, the business will be <em><b>severely impacted financially or reputationally</b></em>. For example, a significant portion of an application is down, or there is a sizeable financial impact if immediate action is not taken. </td>\n<td class='confluenceTd'> One Hour</td>\n</tr>\n</tbody></table>\n</div>\n\n\n<div class='table-wrap'>\n<table class='confluenceTable'><tbody>\n<tr>\n<td class='confluenceTd'>Critical</td>\n<td class='confluenceTd'>Action must be taken within the next 2 days. The business will be impacted within the next couple of business days. For example, a page is inaccessible or an inaccurate report needs to be corrected within a few days.</td>\n<td class='confluenceTd'> Four Hours </td>\n</tr>\n</tbody></table>\n</div>\n\n\n<div class='table-wrap'>\n<table class='confluenceTable'><tbody>\n<tr>\n<td class='confluenceTd'>Major / Normal</td>\n<td class='confluenceTd'> Action should be taken soon but not within the next two days. The majority of requests should fall into these categories. 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