Priority Line: Parallels Remote Application Server and Parallels Secure Workspace

**Severity	Priority Line Response Time (Minutes)	Priority Line *Estimated Target Time to Workaround (hrs.)
Severity 1	15	24

*Estimated Target Time to Workaround refers to the estimated time it takes to provide a temporary fix or other temporary resolution to restore service for a user's issue or answer their question on a 'best effort’ basis. It is measured from the time a service incident record is created until the time that the end user is advised their problem has been restored or resolved.

**Parallels Priority Line ticket severity definitions are available here: https://kb.parallels.com/en/123547