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| Severity | Target SLA Resolution | Performance (Last 3 months) | Performance (Last 12 Months) | Jul 19 Feb | Aug 19 | Sept 19 | Oct 19 | Nov 19 | Dec 19 | Jan 20 | Feb 20 | Mar 20 | Apr 20 | Jun 20 20 | Mar 20 | Apr 20 | Jun 20 | July 20 | Aug 20 | Sept 20 | Oct 20 | Nov 20 | Dec 20 | Jan 21 |
| Critical | 8 hours | 100% | 100% |  | | | | | | | | | | | ||||||||||
| High | 24 hours | 100% | 100% | | | | | | | | | | | | ||||||||||
| Comments | Excludes Beta releases
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