Priority 1: Total service outage. Represents a complete loss of service to your entire database. Does not include development issues or problems in staging environments. Priority 2: Business critical. Represents a major issue that is preventing your business from functioning, and no workaround exists. Does not include development issues or problems in staging environments. Priority 3: Degraded service. Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments. Priority 4: General issue. Includes product questions, feature requests and development issues.
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