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Support for Auspace products and services is determined according to severity:

Severity 1:  Critical service failure – infrastructure service is unavailable, down or inaccessible

Severity 2:  Serious service impact – Major real time component or feature of the infrastructure is inoperable

Severity 3:  Moderate service impact – Non-real time service element is impaired or not working

Severity 4:  Administrative / billing – Issues unrelated to infrastructure performance or service operation


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