Our business hours are typically 08h00 UTC to 18h00 UTC and each ticket is dealt with under the following service levels:
| Priority | Target Response Time | Target Resolution Time |
| Urgent | 1 Hour | 12 Hours |
| High | 4 Hours | 1 Day |
| Medium | 8 Hours | 2 Days |
| Low | 1 Day | 3 Days |
If you have not received any response or resolution before the target times above, please send an email to rda@snomed.org with your ticket id# for escalation.
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