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Level descriptions: Urgent - Significant loss or degradation of services - more than one user experiencing issue and no workaround High - Partial loss or degradation of services but work can reasonably continue -more than one user experiencing the issue, workaround requires significant effort, severe workflow disturbance Normal - Functions with minor impact to services - minimal number of users affected, bug or other inconvenience, workaround exists, minor workflow disruption Low - Functions with minor impact to services - general inquiry, feature requests, questions, minor defect