Taken from the Working with CA Support Document.
Verifying severity levels Incidents can be submitted to CA on a 24 hours per day, 7 days per week, 365 days per year basis. Due to the complexities of technical environments, the service level objectives table below represents an estimate of response times. Severity Levels 2 through 4 will be addressed during normal business hours based on the time an incident is initially submitted online or via telephone. Severity 1 cases will be addressed on a 24/7 basis. Outlined below are CA Support initial response time objectives based on the severity level of a newly opened case.
Service level response time objectives based on severity level:
CA Support response time objective
Service level descriptions
System down or product in an inoperative condition that is having an impact on a production environment.
2 business hours
High-impact business condition possibly endangering a production environment. The software may operate but is severely restricted.
4 business hours
Low-impact business condition with a majority of software functions still usable. However, some circumvention may be required to provide service.
1 business day
Minor problem or question that does not affect the software’s functionality.