# Service Targets
# Target Response Framework
The table below outlines what can be expected from the ABB Ability™ Platform team and the BLs regarding response and resolution times. For a better understanding of how severity levels are determined, refer to the page Incident Prioritization. During any phase, support will be available during European business hours. Once in production, support will be 24/7.
| Severity Level | KPI | Measurement |
|---|---|---|
| Platform Instance | Availability Target | 95% |
| " | Service Hours | 24/7 |
| Critical | Response Time | 1 hour |
| " | Resolution Time | Continuously update BL with status while working the issue |
| High | Response Time | 4 hours |
| " | Resolution Time | Resolved within current sprint (two week period) |
| Medium | Response Time | 1 business day |
| " | Resolution Time | Scheduled for future product release |
| Low | Response Time | 3 business days |
| " | Resolution Time | Scheduled for future product release |