Severity 1 – Urgent: Product is down and critically affects customer production environment. No workaround yet available. Severity 2 – High: Product is impaired and customer production is up but impacted. No workaround yet available. Severity 3 – Normal: A product function has failed and customer production is not affected. Support is aware of the issue and there is a workaround. Severity 4 – Low: Product function is not impaired and no impact to customer business. Includes feature, information, documentation and enhancement requests.
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