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    Response within 6 business days: Issue does not affect the user’s ability to perform their duties.


    Response within 3 business days: Issue has an acceptable, user-friendly workaround and the resolution of the issue is not urgent.


    Response within 2 business days: A workaround exists, but the workaround is unfriendly or the urgency of the resolution of the issue is urgent and important but not critical.


    Response within 8 working hours: can not operate the full solution: Issue need urgent resolution, because the system or a module of the system cannot be used or is not functional and no feasible workaround exists.