{"id":1989,"date":"2023-07-04T11:40:43","date_gmt":"2023-07-04T11:40:43","guid":{"rendered":"https:\/\/syndigo.com\/?page_id=1989"},"modified":"2026-01-20T03:53:37","modified_gmt":"2026-01-20T08:53:37","slug":"support","status":"publish","type":"page","link":"https:\/\/syndigo.com\/de\/support\/","title":{"rendered":"Support Request"},"content":{"rendered":"\n<section class=\"inner-page-title inner-page-title--dark\">\n    <div class=\"inner-page-title__content\">\n                    <h1 class=\"inner-page-title__title\">Support Request<\/h1>\n                    <\/div>\n<\/section>\n\n\n<section class=\"inner-page-cards dark\">\n            <div class=\"inner-page-cards__grid\">\n                            <div class=\"inner-page-cards__item\">\n                    <img decoding=\"async\" src=\"https:\/\/syndigo.com\/wp-content\/uploads\/2025\/06\/supp-request-img.png\" alt=\"\" class=\"inner-page-cards__image\">\n                    <h2 class=\"inner-page-cards__title\">US and other countries<\/h2>\n                    <div class=\"inner-page-cards__content\"><p>Support Hours:\u2028Monday-Friday For urgent issues, please\u2028call: 855.796.3446<\/p>\n<p><\/p>\n<p>7 AM \u2013 6 PM CST<\/p>\n<\/div>\n                <\/div>\n                            <div class=\"inner-page-cards__item\">\n                    <img decoding=\"async\" src=\"https:\/\/syndigo.com\/wp-content\/uploads\/2025\/06\/supp-request-img-2-1.png\" alt=\"\" class=\"inner-page-cards__image\">\n                    <h2 class=\"inner-page-cards__title\">Europe<\/h2>\n                    <div class=\"inner-page-cards__content\"><p>Support Hours:\u2028Monday-Friday<\/p>\n<p>9 AM \u2013 5 PM CET<\/p>\n<\/div>\n                <\/div>\n                            <div class=\"inner-page-cards__item\">\n                    <img decoding=\"async\" src=\"https:\/\/syndigo.com\/wp-content\/uploads\/2025\/06\/supp-request-img-3.png\" alt=\"\" class=\"inner-page-cards__image\">\n                    <h2 class=\"inner-page-cards__title\">Enterprise Data Suite<\/h2>\n                    <div class=\"inner-page-cards__content\"><p>Please&nbsp;<a href=\"https:\/\/riversand.atlassian.net\/servicedesk\/customer\/portal\/13\/user\/login\" data-mce-href=\"https:\/\/riversand.atlassian.net\/servicedesk\/customer\/portal\/13\/user\/login\">click here<\/a>&nbsp;for Enterprise Data Suite (EDS) support<\/p>\n<\/div>\n                <\/div>\n                    <\/div>\n    <\/section>\n\n\n<section class=\"inner-page-form dark\">\n    <img decoding=\"async\" src=\"https:\/\/syndigo.com\/wp-content\/themes\/syndigo\/img\/support-request-shapes.png\" alt=\"Syndigo\" class=\"inner-page-form__shapes\">\n    <div class=\"inner-page-form__content\">\n        <div class=\"inner-page-form__title\"><p>The key to successful client service is\u00a0<b style=\"font-weight: 600\">communication.\u00a0<\/b><\/p>\n<\/div>\n        <p class=\"inner-page-form__subtitle\">Fill out the form below to contact our team.<\/p>\n        <div class=\"inner-page-form__form\">\n            <!DOCTYPE HTML>\r\n<html lang=\"en-US\">\r\n<head>\r\n\r\n        <meta name=\"viewport\" content=\"width=device-width, initial-scale=1.0\" \/>\r\n\r\n    \r\n        <meta http-equiv=\"Content-Type\" content=\"text\/html; charset=utf-8\" \/>\r\n    <meta name=\"referrer\" content=\"no-referrer-when-downgrade\">\r\n    <!-- THIS SCRIPT NEEDS TO BE LOADED FIRST BEFORE wforms.js -->\r\n    <script type=\"text\/javascript\" data-for=\"FA__DOMContentLoadedEventDispatch\" src=\"https:\/\/www.tfaforms.com\/js\/FA__DOMContentLoadedEventDispatcher.js\" defer><\/script>\r\n            <script type=\"text\/javascript\">\r\n        document.addEventListener(\"FA__DOMContentLoaded\", function(){\r\n            const FORM_TIME_START = Math.floor((new Date).getTime()\/1000);\r\n            let formElement = document.getElementById(\"tfa_0\");\r\n            if (null === formElement) {\r\n                formElement = document.getElementById(\"0\");\r\n            }\r\n            let appendJsTimerElement = function(){\r\n                let formTimeDiff = Math.floor((new Date).getTime()\/1000) - FORM_TIME_START;\r\n                let cumulatedTimeElement = document.getElementById(\"tfa_dbCumulatedTime\");\r\n                if (null !== cumulatedTimeElement) {\r\n                    let cumulatedTime = parseInt(cumulatedTimeElement.value);\r\n                    if (null !== cumulatedTime && cumulatedTime > 0) {\r\n                        formTimeDiff += cumulatedTime;\r\n                    }\r\n                }\r\n                let jsTimeInput = document.createElement(\"input\");\r\n                jsTimeInput.setAttribute(\"type\", \"hidden\");\r\n                jsTimeInput.setAttribute(\"value\", formTimeDiff.toString());\r\n                jsTimeInput.setAttribute(\"name\", \"tfa_dbElapsedJsTime\");\r\n                jsTimeInput.setAttribute(\"id\", \"tfa_dbElapsedJsTime\");\r\n          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rel=\"alternate stylesheet\" title=\"This stylesheet activated by javascript\" type=\"text\/css\" \/>\r\n    <script type=\"text\/javascript\" src=\"https:\/\/www.tfaforms.com\/wForms\/3.11\/js\/wforms.js?v=1741963968\"><\/script>\r\n    <script type=\"text\/javascript\">\r\n        wFORMS.behaviors.prefill.skip = false;\r\n    <\/script>\r\n        <script type=\"text\/javascript\" src=\"https:\/\/www.tfaforms.com\/wForms\/3.11\/js\/localization-en_US.js?v=1741963968\"><\/script>\r\n\r\n            \r\n    \r\n    \r\n<script>(function(w,d,s,l,i){w[l]=w[l]||[];w[l].push({'gtm.start':\r\nnew Date().getTime(),event:'gtm.js'});var f=d.getElementsByTagName(s)[0],\r\nj=d.createElement(s),dl=l!='dataLayer'?'&l='+l:'';j.async=true;j.src=\r\n'https:\/\/www.googletagmanager.com\/gtm.js?id='+i+dl;f.parentNode.insertBefore(j,f);\r\n})(window,document,'script','dataLayer','GTM-K654D6D');<\/script>\r\n\r\n<\/head>\r\n<body class=\"default wFormWebPage\" >\r\n    <noscript><iframe loading=\"lazy\" src=\"https:\/\/www.googletagmanager.com\/ns.html?id=GTM-K654D6D\" height=\"0\" width=\"0\" style=\"display:none;visibility:hidden\"><\/iframe><\/noscript>\r\n\r\n\r\n    <div id=\"tfaContent\">\r\n        <div class=\"wFormContainer\" >\r\n    <div class=\"wFormHeader\"><\/div>\r\n    <div class=\"\"><div class=\"wForm\" id=\"5075271-WRPR\" data-language=\"en_US\" dir=\"ltr\">\r\n<div class=\"codesection\" id=\"code-5075271\"><\/div>\r\n<form method=\"post\" action=\"https:\/\/www.tfaforms.com\/api_v2\/workflow\/processor\" class=\" labelsLeftAligned\" id=\"5075271\" enctype=\"multipart\/form-data\">\r\n<fieldset id=\"tfa_248\" class=\"section\">\r\n<legend id=\"tfa_248-L\">Contact Details<\/legend>\r\n<div id=\"tfa_249\" class=\"section inline group\">\r\n<div class=\"oneField field-container-D  labelsAbove  \" id=\"tfa_246-D\">\r\n<label id=\"tfa_246-L\" class=\"label preField reqMark\" for=\"tfa_246\">First Name<\/label><br><div class=\"inputWrapper\"><input aria-required=\"true\" type=\"text\" id=\"tfa_246\" name=\"tfa_246\" value=\"\" title=\"First Name\" class=\"required\"><\/div>\r\n<\/div>\r\n<div class=\"oneField field-container-D  labelsAbove  \" id=\"tfa_247-D\">\r\n<label id=\"tfa_247-L\" class=\"label preField reqMark\" for=\"tfa_247\">Last Name<\/label><br><div class=\"inputWrapper\"><input aria-required=\"true\" type=\"text\" id=\"tfa_247\" name=\"tfa_247\" value=\"\" title=\"Last Name\" class=\"required\"><\/div>\r\n<\/div>\r\n<\/div>\r\n<div id=\"tfa_251\" class=\"section inline group\">\r\n<div class=\"oneField field-container-D  labelsAbove  \" id=\"tfa_109-D\">\r\n<label id=\"tfa_109-L\" class=\"label preField reqMark\" for=\"tfa_109\">Email<\/label><br><div class=\"inputWrapper\"><input aria-required=\"true\" type=\"text\" id=\"tfa_109\" name=\"tfa_109\" value=\"\" title=\"Email\" class=\"validate-email required\"><\/div>\r\n<\/div>\r\n<div class=\"oneField field-container-D  labelsAbove  \" id=\"tfa_142-D\">\r\n<label id=\"tfa_142-L\" class=\"label preField \" for=\"tfa_142\">Phone<\/label><br><div class=\"inputWrapper\"><input type=\"text\" id=\"tfa_142\" name=\"tfa_142\" value=\"\" title=\"Phone\" class=\"\"><\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"oneField field-container-D  labelsAbove  \" id=\"tfa_252-D\">\r\n<label id=\"tfa_252-L\" class=\"label preField reqMark\" for=\"tfa_252\">Company Name<\/label><br><div class=\"inputWrapper\"><input aria-required=\"true\" type=\"text\" id=\"tfa_252\" name=\"tfa_252\" value=\"\" title=\"Company Name\" class=\"required\"><\/div>\r\n<\/div>\r\n<\/fieldset>\r\n<fieldset id=\"tfa_250\" class=\"section\">\r\n<legend id=\"tfa_250-L\">Case Description<\/legend>\r\n<div class=\"oneField field-container-D    \" id=\"tfa_44-D\">\r\n<label id=\"tfa_44-L\" class=\"label preField reqMark\" for=\"tfa_44\">What can we help you with?<\/label><div class=\"inputWrapper\"><select aria-required=\"true\" id=\"tfa_44\" name=\"tfa_44\" data-filter-dependent=\"#tfa_110\" title=\"What can we help you with?\" class=\"required\"><option value=\"\">Please select&#8230;<\/option>\r\n<option value=\"tfa_363\" id=\"tfa_363\" data-conditionals=\"#tfa_110\" class=\"\">Core product data that Syndigo has created or will be creating for me<\/option>\r\n<option value=\"tfa_45\" id=\"tfa_45\" data-conditionals=\"#tfa_110\" class=\"\">Core product data that *I or my company* created or need to create<\/option>\r\n<option value=\"tfa_47\" id=\"tfa_47\" data-conditionals=\"#tfa_110\" class=\"\">Enhanced Content &amp; related reporting<\/option>\r\n<option value=\"tfa_48\" id=\"tfa_48\" data-conditionals=\"#tfa_110\" class=\"\">GDSN (shipping, logistics, and supply chain data)<\/option>\r\n<option value=\"tfa_53\" id=\"tfa_53\" data-conditionals=\"#tfa_110\" class=\"\">Administrative assistance (login assistance, new user setup)<\/option>\r\n<option value=\"tfa_51\" id=\"tfa_51\" data-conditionals=\"#tfa_110\" class=\"\">Analytics (Content Analytics, Product Analytics)<\/option>\r\n<option value=\"tfa_52\" id=\"tfa_52\" data-conditionals=\"#tfa_110\" class=\"\">Automotive<\/option>\r\n<option value=\"tfa_328\" id=\"tfa_328\" data-conditionals=\"#tfa_110\" class=\"\">Wellness or Nutritionix.com<\/option>\r\n<option value=\"tfa_342\" id=\"tfa_342\" data-conditionals=\"#tfa_110\" class=\"\">ProductDNA<\/option>\r\n<option value=\"tfa_368\" id=\"tfa_368\" class=\"\">A request type not listed above<\/option><\/select><\/div>\r\n<\/div>\r\n<div id=\"tfa_349\" class=\"section inline group\">\r\n<div class=\"oneField field-container-D  labelsAbove  \" id=\"tfa_110-D\">\r\n<label id=\"tfa_110-L\" class=\"label preField reqMark\" for=\"tfa_110\">Issue Type<\/label><br><div class=\"inputWrapper\"><select aria-required=\"true\" id=\"tfa_110\" name=\"tfa_110\" data-filter-control=\"#tfa_44\" data-condition=\"`#tfa_45` OR `#tfa_47` OR `#tfa_48` OR `#tfa_51` OR `#tfa_52` OR `#tfa_53` OR `#tfa_328` OR `#tfa_363` OR `#tfa_342`\" title=\"Issue Type\" class=\"required\"><option value=\"\">Please select&#8230;<\/option>\r\n<optgroup id=\"tfa_364\" label=\"Core product data that Syndigo has created or will be creating for me\" class=\"choiceGroup\">\r\n<option value=\"tfa_284\" id=\"tfa_284\" class=\"\">Critical Error\/Needs Review Message<\/option>\r\n<option value=\"tfa_121\" id=\"tfa_121\" class=\"\">Image Quality Concerns\/Questions<\/option>\r\n<option value=\"tfa_125\" id=\"tfa_125\" class=\"\">Marketplace<\/option>\r\n<option value=\"tfa_358\" id=\"tfa_358\" class=\"\">Products incorrect or not live on retailers website<\/option>\r\n<option value=\"tfa_359\" id=\"tfa_359\" class=\"\">Status Update\/ sending physical products or digital images to Syndigo<\/option>\r\n<option value=\"tfa_287\" id=\"tfa_287\" class=\"\">Spreadsheet Import\/Export<\/option>\r\n<option value=\"tfa_140\" id=\"tfa_140\" class=\"\">Other<\/option>\r\n<\/optgroup>\r\n<optgroup id=\"tfa_256\" label=\"Core product data that *I or my company* created or need to create\" class=\"choiceGroup\">\r\n<option value=\"tfa_112\" id=\"tfa_112\" class=\"\">Adding a new retailer<\/option>\r\n<option value=\"tfa_283\" id=\"tfa_283\" class=\"\">Attribute\/ Navigation assistance<\/option>\r\n<option value=\"tfa_115\" id=\"tfa_115\" class=\"\">Critical Error\/Needs Review Message<\/option>\r\n<option value=\"tfa_265\" id=\"tfa_265\" class=\"\">Digital Assets<\/option>\r\n<option value=\"tfa_360\" id=\"tfa_360\" class=\"\">eCatolog<\/option>\r\n<option value=\"tfa_361\" id=\"tfa_361\" class=\"\">Products incorrect or not live on retailers website<\/option>\r\n<option value=\"tfa_129\" id=\"tfa_129\" class=\"\">Products not Publishing<\/option>\r\n<option value=\"tfa_370\" id=\"tfa_370\" class=\"\">Spreadsheet Import\/Export<\/option>\r\n<option value=\"tfa_288\" id=\"tfa_288\" class=\"\">Other<\/option>\r\n<\/optgroup>\r\n<optgroup id=\"tfa_258\" label=\"Enhanced Content &amp; related reporting\" class=\"choiceGroup\">\r\n<option value=\"tfa_114\" id=\"tfa_114\" class=\"\">Bulk Publication<\/option>\r\n<option value=\"tfa_278\" id=\"tfa_278\" class=\"\">Critical Error\/Needs Review Message<\/option>\r\n<option value=\"tfa_119\" id=\"tfa_119\" class=\"\">Error on widgets<\/option>\r\n<option value=\"tfa_122\" id=\"tfa_122\" class=\"\">Linking content to another product<\/option>\r\n<option value=\"tfa_124\" id=\"tfa_124\" class=\"\">Mapping<\/option>\r\n<option value=\"tfa_273\" id=\"tfa_273\" class=\"\">Navigation Assistance<\/option>\r\n<option value=\"tfa_128\" id=\"tfa_128\" class=\"\">Preview issue<\/option>\r\n<option value=\"tfa_274\" id=\"tfa_274\" class=\"\">Products not Publishing<\/option>\r\n<option value=\"tfa_130\" id=\"tfa_130\" class=\"\">Reporting<\/option>\r\n<option value=\"tfa_275\" id=\"tfa_275\" class=\"\">Other<\/option>\r\n<\/optgroup>\r\n<optgroup id=\"tfa_259\" label=\"GDSN (shipping, logistics, and supply chain data)\" class=\"choiceGroup\">\r\n<option value=\"tfa_276\" id=\"tfa_276\" class=\"\">Adding a new Retailer<\/option>\r\n<option value=\"tfa_277\" id=\"tfa_277\" class=\"\">Attribute\/ Navigation Assistance<\/option>\r\n<option value=\"tfa_362\" id=\"tfa_362\" class=\"\">Critical Error\/ Needs review message<\/option>\r\n<option value=\"tfa_120\" id=\"tfa_120\" class=\"\">GLN Purge and Release<\/option>\r\n<option value=\"tfa_280\" id=\"tfa_280\" class=\"\">Products not Publishing<\/option>\r\n<option value=\"tfa_281\" id=\"tfa_281\" class=\"\">Spreadsheet Import\/Export<\/option>\r\n<option value=\"tfa_371\" id=\"tfa_371\" class=\"\">View My Product Assistance<\/option>\r\n<option value=\"tfa_282\" id=\"tfa_282\" class=\"\">Other<\/option>\r\n<\/optgroup>\r\n<optgroup id=\"tfa_264\" label=\"Administrative assistance (login assistance, new user setup)\" class=\"choiceGroup\">\r\n<option value=\"tfa_111\" id=\"tfa_111\" class=\"\">Add user\/Login Assistance<\/option>\r\n<option value=\"tfa_118\" id=\"tfa_118\" class=\"\">Email Notifications<\/option>\r\n<option value=\"tfa_302\" id=\"tfa_302\" class=\"\">Other<\/option>\r\n<\/optgroup>\r\n<optgroup id=\"tfa_262\" label=\"Analytics (Content Analytics, Product Analytics)\" class=\"choiceGroup\">\r\n<option value=\"tfa_135\" id=\"tfa_135\" class=\"\">Adding URL&#8217;s<\/option>\r\n<option value=\"tfa_136\" id=\"tfa_136\" class=\"\">Analytics Dashboard<\/option>\r\n<option value=\"tfa_137\" id=\"tfa_137\" class=\"\">Configurations Assistance<\/option>\r\n<option value=\"tfa_138\" id=\"tfa_138\" class=\"\">Report Builder<\/option>\r\n<option value=\"tfa_139\" id=\"tfa_139\" class=\"\">Reporting Assistance<\/option>\r\n<option value=\"tfa_300\" id=\"tfa_300\" class=\"\">Other<\/option>\r\n<\/optgroup>\r\n<optgroup id=\"tfa_263\" label=\"Automotive\" class=\"choiceGroup\">\r\n<option value=\"tfa_127\" id=\"tfa_127\" class=\"\">Onboarding<\/option>\r\n<option value=\"tfa_133\" id=\"tfa_133\" class=\"\">Support<\/option>\r\n<\/optgroup>\r\n<optgroup id=\"tfa_329\" label=\"Wellness or Nutritionix.com\" class=\"choiceGroup\">\r\n<option value=\"tfa_353\" id=\"tfa_353\" class=\"\">Nutritionix Track App (Android \/ iOS)<\/option>\r\n<option value=\"tfa_351\" id=\"tfa_351\" class=\"\">Sales Inquiry<\/option>\r\n<option value=\"tfa_352\" id=\"tfa_352\" class=\"\">API (Nutritionix)<\/option>\r\n<option value=\"tfa_355\" id=\"tfa_355\" class=\"\">Restaurant Request (Nutritionix)<\/option>\r\n<option value=\"tfa_356\" id=\"tfa_356\" class=\"\">Database Submissions or Corrections (Nutritionix)<\/option>\r\n<option value=\"tfa_334\" id=\"tfa_334\" class=\"\">Billing<\/option>\r\n<option value=\"tfa_330\" id=\"tfa_330\" class=\"\">SmartLabel<\/option>\r\n<option value=\"tfa_331\" id=\"tfa_331\" class=\"\">Wellness Claims<\/option>\r\n<option value=\"tfa_357\" id=\"tfa_357\" class=\"\">Other Support (Nutritionix \/ Wellness)<\/option>\r\n<\/optgroup>\r\n<optgroup id=\"tfa_344\" label=\"ProductDNA\" class=\"choiceGroup\">\r\n<option value=\"tfa_365\" id=\"tfa_365\" class=\"\">Account configuration<\/option>\r\n<option value=\"tfa_366\" id=\"tfa_366\" class=\"\">Publication<\/option>\r\n<option value=\"tfa_367\" id=\"tfa_367\" class=\"\">Training<\/option>\r\n<\/optgroup>\r\n<optgroup id=\"tfa_369\" label=\"A request type not listed above\" class=\"choiceGroup\"><\/optgroup><\/select><\/div>\r\n<\/div>\r\n<div class=\"oneField field-container-D    \" id=\"tfa_345-D\" role=\"group\" aria-labelledby=\"tfa_345-L\" data-tfa-labelledby=\"-L tfa_345-L\"><div class=\"inputWrapper\"><span id=\"tfa_345\" class=\"choices vertical \"><span class=\"oneChoice\"><input type=\"checkbox\" value=\"tfa_350\" class=\"\" id=\"tfa_350\" name=\"tfa_350\" aria-labelledby=\"tfa_350-L\" data-tfa-labelledby=\"tfa_345-L tfa_350-L\" data-tfa-parent-id=\"tfa_345\"><label class=\"label postField\" id=\"tfa_350-L\" for=\"tfa_350\"><span class=\"input-checkbox-faux\"><\/span>If you are a retailer, foodservice distributor, or other data recipient, Please check this box<\/label><\/span><\/span><\/div><\/div>\r\n<\/div>\r\n<div class=\"oneField field-container-D  labelsAbove  \" id=\"tfa_108-D\">\r\n<label id=\"tfa_108-L\" class=\"label preField reqMark\" for=\"tfa_108\"><span style=\"color: rgb(23, 50, 98); font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Helvetica, Arial, sans-serif, &quot;Apple Color Emoji&quot;, &quot;Segoe UI Emoji&quot;, &quot;Segoe UI Symbol&quot;; font-size: 14px;\">Please provide a description of your issue and\/or Product identifiers (GTIN\u2019s)<\/span><\/label><br><div class=\"inputWrapper\"><textarea aria-required=\"true\" id=\"tfa_108\" name=\"tfa_108\" title=\"Please provide a description of your issue and\/or Product identifiers (GTIN\u2019s)\" class=\"required\"><\/textarea><\/div>\r\n<\/div>\r\n<\/fieldset>\r\n<fieldset id=\"tfa_255\" class=\"section\">\r\n<legend id=\"tfa_255-L\">Attachments<\/legend>\r\n<div class=\"oneField field-container-D repeat  hintsSide \" id=\"tfa_253-D\"><div class=\"inputWrapper\">\r\n<input type=\"file\" id=\"tfa_253\" name=\"tfa_253\" size=\"\" title=\"\" class=\"\"><span class=\"field-hint-inactive\" id=\"tfa_253-H\"><span id=\"tfa_253-HH\" class=\"hint\">Select &#8220;Add another response&#8221; to add more attachments &#8211;&gt;<\/span><\/span>\r\n<\/div><\/div>\r\n<div class=\"htmlSection\" id=\"tfa_254\"><div class=\"htmlContent\" id=\"tfa_254-HTML\"><ul class=\"class=slds-list_dotted slds-p-top_medium\" style=\"margin: 0px; padding-top: 1rem; color: rgb(23, 50, 98); font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Helvetica, Arial, sans-serif, &quot;Apple Color Emoji&quot;, &quot;Segoe UI Emoji&quot;, &quot;Segoe UI Symbol&quot;; font-size: 14px;\"><li><i>Example 1: Spreadsheet of specific&nbsp;<span style=\"font-weight: 700;\">Product Identifiers<\/span>\/GTINS that you\u2019re experiencing issues with (or add those numbers in the space above)<\/i><\/li><li><i>Example 2: 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