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SUPPORT

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Incident caseload (tickets and levels)

Incident caseload (tickets and levels)

Service management process and platform (JIRA)

Service management process and platform (JIRA)

Production environment break-fixes and resolution of incidents

Production environment break-fixes and resolution of incidents

Sev1

Sev1 – Full System Outage

Sev2

Sev2 – Key Functionality Impaired, No Workaround

Sev3

Sev3 – Moderate Impact with Workaround

Sev4

Sev4 – Minor Impact