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Severity 1 - Customer’s production use of the Joyent Software is stopped or so severely impacted that it cannot continue to operate, and the Customer has experienced a complete loss of the production service. The operation is mission critical to the business and the situation is an emergency.
Severity 2 - Customer is experiencing a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
Severity 3 - Customer is experiencing a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality.
Severity 4 - Customer is requesting information, a product enhancement, or documentation clarification regarding Joyent Software.