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Product : Vmware, Horizon Cloud/current version, All Editions
Feature : Availability hours & Level, Support, Support
Content Owner:  Ajay Walia
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Summary
24/7/365
Details
SaaS Basic Target Response Times
Critical (SaaS Severity 1) 1 hour or less: 24x7x365 SaaS Production Target Response Times Critical (SaaS Severity 1) 30 minutes or less: 24x7
Major (SaaS Severity 2) 4 business hours
Minor (SaaS Severity 3) 8 business hours
Cosmetic (SaaS Severity 4) 12 business hours