When completing an RFS, you can choose among the following error classifications:
High (Severity 1)
All users at one site are affected. The DME Gateway system is not working, and may not be accessible through on-line connection channels. System cannot be restarted.
Expected response time: 4 business hours.
Medium (Severity 2)
The DME Gateway system is working and accessible. Critical functionality is not available / not working for more than 10% of devices. No workaround available as yet.
Expected response time: 6 business hours.
Low (Severity 3)
The DME Gateway is working and accessible. Non-critical functionality is not available / not working.
Expected response time: 2 business days.
None (Severity 4)
A suggestion, question, or observation.
Expected response time: Not defined.