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URGENT = Business Critical. Only used for mission critical stoppages. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. (Example: XMLeg not functioning).
HIGH = Degraded service. Includes intermittent issues and reduced quality of service. A workaround may be available. (Example: unable to connect to default printer, but can connect to another one.)
NORMAL = General issue. Includes support questions, feature requests and development issues. (Example: issues with internet, Adobe Reader, or projector).