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Problem Report – Major means System is usable, but a condition exists that seriously degrades the System operation, maintenance or administration, etc., and requires attention during pre-defined standard hours to resolve the situation.

Customer Contact describes to the SSE the parameters, procedures and conditions resulting from the problem in sufficient detail to permit the SSE to isolate the cause of the problem and commits appropriate resources to help isolating the problem.

The escalation management process will be initiated if there is no significant progress in the problem resolution after 8 business hours for Critical problems and 13 business days for Major problems.