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Summary of SLA
| Priority level | Impact | Target initial response |
|---|---|---|
| Critical | Complete platform outage or total failure of the Zoom/Meet integration preventing all classes. | 24-48 Business Hours |
| High | Significant feature malfunction affecting a large group of users (e.g., payment gateway errors). | 2-3 Business Days |
| Normal | Individual account issues, "how-to" questions, or minor UI bugs. | 3-5 Business Days |
| Low | Feature requests, cosmetic improvements, or general feedback. | Best Effort |