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We will also respond to email requests for help with advanced use of the tool (i.e., customization and automated re-engineering  at a best-efforts level of service)

Time to resolve defects and implement enhancements varies based on the nature of the work and when slotted into our release cycle.  In some circumstances, to deliver high-priority fixes, we publish releases off-cycle.  In other circumstances, we may suggest a work around that allows a customer to solve his problem without requiring a software change.