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Critical Business Impact · Your production application is down or has significant loss or degradation of services which results in Users that are unable to perform their normal functions.
Moderate Business Impact · Moderate loss or degradation of services or performance resulting in multiple users being impacted in their normal functions but work can reasonably continue in an impaired manner.
Minimum business impact · Your production application is substantially functioning with minor or no obstructions of services. The request might consist of "how-to" questions including issues related to installations and configuration inquiries, enhancement requests, or documentation questions.