An issue or defect is an error, flaw, mistake, or failure in the software. If the user is experiencing something that they believe to be an issue in the software, the user should contact Customer Support and provide detailed instructions on how to reproduce the problem. A representative will log in as/with the user to diagnose the issue and determine if it is a defect.

Major functionality issue that prevents Client from being able to use Software or a major functionality issue which does not have a workaround that is key to Client’s platform performance and causes major impact to Client.
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S1 issues will be posted to the Status Page below:

A major to moderate function does not work in a core area of the Software, but there is a workaround, however, the workaround is time consuming.
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Clients will receive an automated update when the issue resolution is scheduled to be deployed.
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Minor functionality less key to Penelope is not working or there is functionality that is not working but there is an easy workaround.
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These issues will be targeted to be addressed when there is work being done in the functional area that contains the defect. Issue can be categorized as a higher priority if it is affecting multiple clients.
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Cosmetic or inconsistency issue that does not affect functionality in a significant way.

These issues will be targeted to be addressed when there is work being done in the functional area that contains the defect.