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Your entire Production System is down or so severely impacted that Routine Operation is impossible AND there is no workaround currently available.
Your entire Production System is functioning, but in a degraded or restricted capacity AND no workaround is currently available or the workaround is inconvenient to use.
(i) your entire Development System is down or your entire Development System is so severely impacted that Routine Operation is impossible
(ii) you are experiencing a minor impact to your Production System while the issue is identified and does not prevent Routine Operation, or a workaround is available.
(i) general questions or request for information;
(ii) a new feature request;
(iii) you are experiencing a minor impact to your Development System
(iv) you are experiencing issues with any beta- or non-production-certified application.