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Low - Issue or question with limited business impact.

Highest: Severe application service failures or performance degradation, or unable to use our service. Workarounds are not available | High: A portion of the service or features is unusable, performance is significantly degraded, users job functions are impaired, but workarounds are available. | Medium: Significantly impacted on the usage of a feature, but workarounds are available. | Low: Issue or question with limited business impact.

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