This article provides TrendAI's official global severity level definitions and target initial response times for commercial (business) customers. It serves as a reference guide for understanding how support cases are classified and the corresponding response time commitments that customers can expect from TrendAI Technical Support.

The severity level framework helps customers and support teams prioritize issues based on their business impact, ensuring that critical incidents receive the fastest possible response. Each severity level is defined by specific criteria, and TrendAI commits to target initial response times aligned to those classifications.

This document is intended for commercial (business) customers. For the Japanese version, please contact the JP Support Center directly.