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We consider a support ticket to be resolved after the issue identified in the support ticket is fully remediated across the entire impacted population. When a ticket is resolved, the status is set to Pending Resolution for a period of 7 days so any final feedback can be provided before closure. Within 3 these 7 days, if the issue reappears or the result is otherwise different than you expected, you may add a note to the ticket within the support portal to reopen it. The ticket will automatically be reassigned to the technician that worked the issue.
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