Impact is the number of voters/administrators who are affected by an issue (scope):
Urgency is how critical the issue is to the work of the Organization (time):
Based on impact and urgency, priority is determined as you see here:
Below are the response and resolution time based on the priority Business hours only
Factors outside of our control including natural disasters, massive network outage, etc. will impact how quickly we can resolve an issue. We will try to set accurate expectations with you for when an issue will be resolved, and we will keep you updated as those expectations change.