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Level. The Severity Levels are defined below, along with the corresponding Initial Response Time within which NextRequest (or, in the case of Critical requests, our Hosting Partner) will respond to the Customer's request and begin work on the issue: Severity Level Definition Initial (Priority) Response Time and Channel ' Critical Service Service is inoperative, Customer's business operations or 2 hours is inoperative productivity are severely impacted with no available (phone or workaround, a critical security issue exists. email) Standard(High) Service is operating but issue is causing significant 1 Business disruption of Customer's business operations;workaround Day is unavailable or inadequate. (phone or email) Standard Service is operating and issue's impact on the Customer's 1 Business (Medium) business operations is moderate to low;a workaround or Day alternative is available. (email) Standard(Low) Issue is a minor inconvenience and does not impact 1 Business business operations in any significant way;little or no time Day sensitivity. (email) 2.3 Standard Service Requests 2.3.1. Initiating Standard Service Requests.The Customer may initiate a Standard Service Request by opening a ticket via the NextRequest in-app chat system. NextRequest support team members or systems may also create tickets on the Customer's behalf in response to issues identified by monitoring systems. 2.3.2 Response and Resolution. Once NextRequest has responded to a Service Request, NextRequest will work during Business Hours with the Customer's representatives and, as needed, our I-losting Partner to resolve the problem or provide a workaround.NextRequest makes no guarantee regarding the time to resolve a Service Request, only that NextRequest will use the reasonable efforts described above. 2.4 Critical Service Requests