CRITICALSTART vs ServiceNow Security Operations comparison

Why PeerSpot?

Critical Start and ServiceNow are both solutions in the Security Orchestration Automation and Response (SOAR) category. Critical Start is ranked #24, while ServiceNow is ranked #10 with an average rating of 8.8. Critical Start holds a 1.4% mindshare in SOAR, compared to ServiceNow’s 3.4% mindshare. Additionally, 100% of Critical Start users are willing to recommend the solution, compared to 95% of ServiceNow users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 5, 2024

ServiceNow Security Operations and CRITICALSTART operate in the security management space. ServiceNow excels in integration and workflow automation, while CRITICALSTART is superior in threat detection and response.

Features: ServiceNow Security Operations is highly regarded for seamless IT integration, intuitive workflow automation, and efficient incident response solutions. CRITICALSTART stands out with real-time threat detection, a robust managed detection and response system, and superior customer service support.

Room for Improvement: ServiceNow could enhance user interface simplicity, expand real-time capabilities, and reduce initial setup complexity. CRITICALSTART may improve broader integration options, UI speed for quicker navigation, and further customize mobile app functionality.

Ease of Deployment and Customer Service: ServiceNow Security Operations offers flexible deployment with comprehensive support, thanks to extensive documentation and a wide partner network. CRITICALSTART simplifies deployments with personalized onboarding focused on security needs and is known for responsive, customized service.

Pricing and ROI: ServiceNow Security Operations typically requires a higher initial investment due to extensive integration features but offers considerable ROI through workflow automation. CRITICALSTART provides cost-effective pricing aimed at rapid time-to-value, delivering potential quicker ROI in security-focused environments.

To learn more, read our detailed CRITICALSTART vs. ServiceNow Security Operations Report (Updated: August 2026).

Buyer's Guide

CRITICALSTART vs. ServiceNow Security Operations

August 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Torq

Mindshare comparison

As of September 2026, in the Security Orchestration Automation and Response (SOAR) category, the mindshare of Torq is 3.5%, down from 5.7% compared to the previous year. The mindshare of CRITICALSTART is 1.4%, up from 0.3% compared to the previous year. The mindshare of ServiceNow Security Operations is 3.4%, down from 3.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Security Orchestration Automation and Response (SOAR) Mindshare Distribution
Product	Mindshare (%)
Torq	3.5%
ServiceNow Security Operations	3.4%
CRITICALSTART	1.4%
Other	91.7%

Security Orchestration Automation and Response (SOAR)

Featured Reviews

AdityaDesai

Solutions Architect at ProArch

Automation has streamlined multi-tenant SOC workflows and improves alert handling efficiency

Although the reporting within Torq is not that great, we did ask for many features regarding reporting in Torq, but due to some platform constraints, they could not make the whole dataset available for us to be used in reporting. Except for that, we used some basic reporting. When I used Torq, it was indeed in the early stages of AI capabilities. Only a few customers were allowed to use it, and we were among them. It functioned well as long as we summarized the data properly. If you input garbage, you would get garbage out. Thus, we had to do significant fine-tuning regarding what data context we provided to the AI orchestrator to get meaningful results. In terms of Torq's unified platform approach to AI SOC automation and case management compared to managing multiple point solutions across my security stack, I find it case-centric. The unified view in case management is good since it provides clarity, although there are limitations regarding how many items in case management can be modified at once. Bulk operations are very limited, potentially due to their back-end database or data retrieval processes that can be improved. Regarding improvements for Torq, when we were onboarded, there were aspects we were uncertain about, such as the number of cases that could be generated, what data we could bring in, how many clients we could onboard, and similar concerns. Initially, we also lacked clarity about the number of playbooks or workflows we could build. Different triggers like system triggers, case-based triggers, and others can be employed without restrictions, but when it comes to on-demand and scheduled jobs, there is a limitation based on the subscription and pricing tier that notably caps the number of workflows we can create. No bulk editing across cases was one issue, along with limited filtering related to single grouping constraints. Additionally, the out-of-the-box case templates provided require substantial modifications before they become usable. There is also a feature in the cases for notes that cannot be searched. They are only visible through the UI, which is another area for improvement. The workflow and execution-based charges seem misleading as this was not discussed initially. I am not sure if new customers are made aware of this. It seems that workflows revolving around cases hinder functionality outside of case management, as we have many use cases needing on-demand triggers and schedules for functions like reporting or polling devices. Creating additional workflows to achieve basic functionalities raises costs significantly, which disadvantages customers. While they facilitate optimization and scaling, the support received tends to be very basic. Improvements can be made in that area as well.

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Justin Hadley

Sr. Manager, Security Engineering at a financial services firm with 501-1,000 employees

The transparency of data in the platform is perfect: You see everything as they are seeing it

Their Zero Trust Analytics Platform (ZTAP) engine, which is kind of their correlation engine, is by far and away one of the best in the business. We can filter and utilize different lists to build out different alerts, such as, what to alert on and when not to alert. This engine helps reduce our number of alerts and false positives. The service's Trusted Behavior Registry helps the provider solve every alert. The way that they have it built out is very intelligent. The way every alert comes in, it gets triaged one direction or another. If it is already a false positive, then it is still getting addressed and reviewed on a regular cadence. Also, true positive alerts get escalated to the appropriate personnel. Its mobile app is great. The ability just to be able to quick reference and see what's coming in when you're on the move or go. You don't always need to have your computer or laptop handy, because you can operate it just from the mobile app. It can communicate with analysts, which is great. The mobile app is great at affecting the efficiency of our security operations. Those guys are using it throughout the day, whether that be at the office, home, or off hours. Typically, they triage from the mobile app. Then, if an escalation needs to be done on a computer, they will pull out a computer. We were on the original UI for a few years, so the updated UI has been a refreshing change. It has significantly more ability to filter and translate data, then load that data. It is rather intuitive to click through for some of our junior analysts or interns, especially as we are starting to onboard and teach them different aspects of the security operations team.

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Shadab Hussain

Freelancer at a media company with 1,001-5,000 employees

Gaining unified control over vulnerabilities has improved governance but pricing and support need work

The market price is slightly high. The pricing should be a little lower because this is a SaaS-based product. Everyone using ServiceNow might be getting many modules, but the overall module cost becomes high with license consumption one by one. I personally see that if ServiceNow is to grow over the next decade, they need to work on the pricing part. Cheap providers are emerging, and in the age of AI, it is evident that the chatbot and the virtual agent features, which are prominent features of ServiceNow, could be completely compromised and replaced by people choosing other tools. If ServiceNow develops a strategy to lower the price and increase the customer base, it could help ServiceNow to grow for another decade. I encountered one issue in ServiceNow Security Operations. The different tools, for example, Tenable and TVM, discovered vulnerabilities that had very limited information when imported. However, the same vulnerabilities from different sources, the TVM and Tenable, had shorter descriptions than what was present in the common vulnerabilities or CVE. If this depends on the implementer, such as Tenable or how other security operations implement them, the text was very limited. Customers were asking questions about why this was happening and if ServiceNow was working properly. The vulnerability information should be updated and the common text should be displayed every time, regardless of how many different tools are used for integration. The vulnerability database should be consistent when it comes to the description to avoid confusion for customers implementing it for the first time. This is an improvement that ServiceNow can make.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Almost four or five hours of work is now completed in four or five minutes."

"Torq has definitely changed the day-to-day experience for our security analysts, as they feel more excited and feel that Torq interface and workflow allow them to build things themselves."

"Since we started working with Torq, I am handling much fewer alerts, it is becoming really easy for me to handle an alert, I have all the information that I need, I do not need to connect to different vendors to receive this information, and the main thing I got from Torq is time, which now helps me to build another automated system and learn."

"Torq has helped a lot regarding SOC analyst efficiency."

"As an analyst, it has demonstrated potential to reduce workforce requirements and time needed for related activities."

"According to positive outcomes, Torq reduced manual work and made incident response more efficient."

"Torq's unified platform approach to AI, SOAR, automation, and case management is superior compared to my experience managing multiple point solutions."

"Any request that comes in, regardless of how complex it is, I can accomplish it with Torq."

More Torq pros

"The new mobile app is awesome. It is one of the best I've ever seen. It's much better than its predecessor. It's more intuitive, a whole lot easier to navigate and get where you need to go. It's less repetitive and just generally easier to use. It allows me to not have to be sitting at my computer all the time. I can be on my phone or tablet or wherever I'm at. It makes it a lot easier to answer tickets and do that kind of thing."

"Out of all the service providers I've had to work with over the years—I've been here six years—CRITICALSTART is my favorite to work with."

"In a given quarter, I get 589,000 security events and 584,000 of those get reduced by the service before they even get to me, so the alerts that actually come through to me end up being about 1,400 in that quarter, which is a 99.7 percent efficiency rate."

"Outside of using the platform to manage alerts, the feature of the service that we get the most value from is being able to reach out to them and say, "Hey, we might go buy a SIEM," for example. They give us their overview of what's out there, what they've dealt with, what they integrate with, and what that looks like. That's been pretty powerful over the years for us."

"CRITICALSTART makes us much more comfortable with knowing someone else is watching our data and our systems and knowing that professional security people are taking a look at any issues that do arise."

"We are absolutely seeing return on our investment from CRITICALSTART's services, as they're doing the job of a 24/7 SOC at a fraction of the price that it would cost me to run it myself."

"It is a comfort to know that there is a team of professionals backing you up, especially in an area that you don't feel 100 percent comfortable."

"From where we were prior to going into them, the service has increased our analysts’ efficiency to the point that they can focus on other areas of the business."

More CRITICALSTART pros

"It's stable."

"ServiceNow is a convenient platform to raise tickets, and the respective support team will contact us to resolve any issues."

"Integration to other security tools allows for a consolidated view of all vulnerabilities, incidents, etc. for all sorts of leverage in a single platform to assess governance risk and compliance as well as an enhanced, enriched intelligence."

"What I found most valuable in ServiceNow Security Operations is that it's very useful for any incoming vulnerability. For example, if my team finds any vulnerability on servers such as the CA and CMDB integrated with ServiceNow Security Operations, my team can make some changes. My team can map the vulnerabilities found on the CA server, make the changes required, and resolve the vulnerabilities before the system is attacked. You can avoid vulnerability attacks through ServiceNow Security Operations, so this is the best feature of the solution. ServiceNow Security Operations is beneficial mainly for vulnerability response and engagement purposes."

"The solution is stable."

"These features are very seamless, and the workspace along with the unified view of the entire application is something that is very impressive."

"ServiceNow Security Operations provides significant control over vulnerabilities, allowing users to mark false alarms as false positives and ignore them, which is important because many vulnerabilities are not real but appear as such."

"It streamlines processes; it collects data, takes that data and turns it into information, and allows you to manage through dashboards and work lists, improving every facet of the overall process."

More ServiceNow Security Operations pros

Cons

"There are some issues and bugs that I think need to be fixed, but they are currently not focused on it."

"Torq can probably use more ML and look at what can be closed and what cannot be closed in terms of data classification."

"Regarding stability, I have noticed some lagging, crashing, and downtime, which is one of my largest gripes."

"We have MCP that we are working with our cloud security platform, and we wanted to connect this MCP to the case management."

"Torq can be improved by adding some more features, such as adding more automation and providing a no-code option so I don't have to code for everything."

"The workflow and execution-based charges seem misleading as this was not discussed initially, and creating additional workflows to achieve basic functionalities raises costs significantly, which disadvantages customers."

"Regarding the pricing of Torq, I would say it is expensive."

"Torq does extensive marketing saying that SOAR is dead and markets itself as an all-in-one solution, but this is not actually true."

More Torq cons

"It costs a lot for what we felt comfortable to spend."

"They could dig a little bit deeper into the Splunk alerts when they feel like they need to be escalated to us. For example, if a locked account shows up, they could do a little extra digging to verify that the locked account was due to a bad password on the local system. They could just do a little extra digging within the Splunk environment instead of pushing it onto us to go do that extra little digging."

"The biggest room for improvement is not necessarily in their service or offering, but in the products that they support."

"It has frustrated us that they don't have a native Slack integration, because most things do now. That's something we've asked for, for years, and it just doesn't really seem like it's a priority."

"The updated UI is actually pretty bad. Regarding the intuitiveness, it is fairly easy to use, but the responsiveness, on a scale of one to 10, is a one. It's really poor performance."

"There is room for improvement with the new UI, and that's about it. I would like to see a more intuitive design."

"They could dig a little bit deeper into the Splunk alerts when they feel like they need to be escalated to us."

"During the six-month integration and rollout, there were some bumpy roads along the way. There were communication breakdowns between the project manager, CRITICALSTART leadership, and us (as the customer). I expressed my displeasure during the integration in their inability to effectively communicate when there were holdups or issues. They were going through some growing pains at that time, but they have been right there for us ever since."

More CRITICALSTART cons

"It is challenging for the customers to understand the processes for SecOps. It needs to be simplified."

"There are limitations for the third-parties that are providing the inputs. They should increase the robustness of the solution."

"There is room for improvement in terms of developer support and documentation."

"Process framework and best practices for ease of integration between IT and security teams via incident, problem, and change."

"It would be ideal if there were already integrations available in ServiceNow with third-party tools."

"Report generation within ServiceNow can take some time."

"An area for improvement I observed in ServiceNow Security Operations is the need to maintain correct CMDB data because if you're unable to do this, you can't perfectly maintain the vulnerability data. CMDB data in ServiceNow Security Operations needs to be accurate. As I've been working on ServiceNow Security Operations for only seven months, I still need more time to try all its modules before I can give recommendations regarding additional features I'd like to see in the solution."

"The threat intelligence module needs a better dashboard."

More ServiceNow Security Operations cons

Pricing and Cost Advice

Information not available

"I've told CRITICALSTART that I think the managed service they provide is cheaper than it should be. It's a really good deal."

"There are contractual penalties if their SLAs are not met. This commitment was very important in our decision to go with this service, because not having downtime is extremely important to us. The providers has not missed an SLA in the 18 months that I have worked with them."

"Overall, for what I'm paying for it, and the benefit I'm getting out of it, it is right where it needs to be, if not a little bit in my favor. For what it costs me to actually have this service, I could afford one internal person to do that job, but now I have a team of 10 or more who are doing that job, and they don't sleep because they work shifts."

"As far as the expense goes, it's very competitive pricing and the services you get are almost like you have a person on your team."

"It costs a lot for what we felt comfortable to spend."

"The pricing has always been competitive. They have always been good to us. They will make it a fight. They don't try to hide anything; it's always been fully transparent and well-worth what we pay for it."

"The pricing of other services was so insane that they weren't even an option."

"Compared to competitor tools, ServiceNow Security Operations is more affordable"

"It is an expensive product."

"The solution is more expensive than BMC Remedy, the other ITSM tool available in the market."

"If you're going to implement it on your own, there would be internal costs. If you're going to implement it through a contractor or consultant, you have to pay for that."

"This product is a good value for the money."

"The product is more expensive than other solutions."

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Outsourcing Company

11%

Comms Service Provider

10%

Construction Company

Outsourcing Company

15%

Construction Company

11%

Financial Services Firm

Manufacturing Company

Financial Services Firm

14%

Manufacturing Company

12%

Comms Service Provider

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	5
Large Enterprise	11

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	3
Large Enterprise	4

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	2
Large Enterprise	17

Questions from the Community

What needs improvement with Torq?

There are some bugs in Torq, of course. They can be present in data transformation, some UI debugging, and other area...

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What is your primary use case for Torq?

My main use case for Torq is the automation of cyber security processes through a SOAR platform and APIs. A main exam...

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What advice do you have for others considering Torq?

Regarding someone thinking about using Torq, I recommend looking into their provided academy to start working with th...

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What is your experience regarding pricing and costs for ServiceNow Security Operations?

In my opinion, the pricing is quite affordable considering the features, and I do not find it expensive. I would not ...

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What needs improvement with ServiceNow Security Operations?

I would like to see new features added, particularly regarding the incident upgrading part. For instance, if you have...

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What advice do you have for others considering ServiceNow Security Operations?

For someone looking to use ServiceNow Security Operations, I recommend that they read about the documentation and spe...

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Comparisons

Tines vs Torq

Compared 23% of the time

Splunk SOAR vs Torq

Compared 14% of the time

Blink Ops vs Torq

Compared 13% of the time

Palo Alto Networks Cortex XSOAR vs Torq

Compared 9% of the time

Dropzone AI vs Torq

Compared 8% of the time

More Torq Competitors

Binary Defense MDR vs CRITICALSTART

Compared 9% of the time

Palo Alto Networks Cortex XSOAR vs CRITICALSTART

Compared 9% of the time

Expel vs CRITICALSTART

Compared 8% of the time

SentinelOne Wayfinder Threat Detection and Response vs CRITICALSTART

Compared 6% of the time

Arctic Wolf Managed Detection and Response vs CRITICALSTART

Compared 4% of the time

More CRITICALSTART Competitors

Palo Alto Networks Cortex XSOAR vs ServiceNow Security Operations

Compared 10% of the time

Splunk SOAR vs ServiceNow Security Operations

Compared 9% of the time

NetWitness NDR vs ServiceNow Security Operations

Compared 7% of the time

VMware Carbon Black Cloud vs ServiceNow Security Operations

Compared 5% of the time

D3 Security vs ServiceNow Security Operations

Compared 4% of the time

More ServiceNow Security Operations Competitors

Product Reports

Buyer's Guide

Torq

August 2026

Download Torq product report

Buyer's Guide

CRITICALSTART

September 2026

Download CRITICALSTART product report

Buyer's Guide

ServiceNow Security Operations

August 2026

Download ServiceNow Security Operations product report

Also Known As

No data available

Critical Start, CriticalStart

No data available

Overview

Torq is the enterprise AI SOC solution that effectively combines adaptive insights and automation to handle critical threats efficiently. It manages threat lifecycles, swiftly moving from triage to response, ensuring effective risk management.

Torq is designed to streamline security operations by aggregating telemetry across your security stack. It investigates significant risks and manages threats from triage to containment and remediation. This AI-driven tool enhances the capabilities of your SecOps team, allowing them to achieve more impactful results without introducing complicated processes.

What are the key features of Torq?

Adaptive Agentic Insights: Provides real-time threat intelligence tailored to specific security challenges.
Automation: Automates responses to security incidents, minimizing manual intervention requirements.
Threat Lifecycle Management: Comprehensive handling of threats from detection to remediation.
Telemetry Aggregation: Integrates data across platforms for a unified security overview.

Why consider Torq based on reviews?

Efficiency: Users notice significant reductions in time spent managing threats.
Risk Reduction: Enhanced ability to identify and address critical threats promptly.
Resource Optimization: Allows teams to allocate effort to other critical tasks by reducing manual security operations.
Scalability: Adaptable to meet the demands of growing or changing infrastructures.

In industries like finance and healthcare, Torq shows effectiveness by adapting to specific risk scenarios often encountered in these fields. Its integration with existing infrastructures makes it a valuable asset for maintaining stringent security standards, essential for protecting critical data and operations in diverse high-stakes environments.

Torq

CRITICALSTART enhances cybersecurity through advanced alert management, expert guidance, and a user-friendly interface. It promotes efficient monitoring and response to alerts, utilizing a Zero Trust model for heightened security.

CRITICALSTART is designed for organizations seeking to manage security alerts and streamline monitoring processes. Known for its quick response times and efficient alert filtering, it integrates tools like Cylance and Carbon Black to offer managed detection and response services. Users experience enhanced security by focusing on critical threats while the platform's easy navigation aids in efficiently responding to alerts. Improvement areas include better alert prioritization, enhanced compliance disclosure, and smoother integration with third-party communication tools.

What are the key features of CRITICALSTART?

Alert Management: Efficient handling and filtering of alerts to minimize noise.
Expert Guidance: Insights for integrating SIEM and optimizing response strategies.
Mobile Access: Easy access through a mobile app to manage alerts on the go.
Zero Trust Model: Enhances security by minimizing unnecessary access and noise.
User-Friendly Interface: Seamless navigation enhances user interaction and response times.

What advantages and ROI should users consider?

Improved Security Confidence: Advanced alert handling promotes a secure environment.
Increased Efficiency: Streamlined monitoring allows focus on critical threats.
Expert Insight: Professional guidance enhances security strategies and operations.
Quick Response Times: Rapid handling of threats reduces potential impacts.

In industry applications, organizations use CRITICALSTART to bolster cybersecurity measures across finance, healthcare, and technology sectors. Managed detection services and third-party integration make it suitable for enterprises looking to optimize security operations and minimize alert fatigue while ensuring 24/7 monitoring and protection.

Critical Start

ServiceNow Security Operations enhances vulnerability management with integrations, automation, and a user-friendly interface. It supports security incident management, governance risk, and cloud availability, reducing infrastructure needs.

ServiceNow Security Operations integrates with tools such as Qualys, Tenable, Splunk, and Microsoft Defender, streamlining the management of security incidents and threat intelligence. The platform automates processes like false positive marking and vulnerability remediation, facilitating efficient operations. It provides a customizable interface that unifies the security view, enabling organizations to enhance governance risk and compliance. With its cloud availability, it reduces the need for extensive infrastructure, supporting both cloud and hybrid environments. However, challenges like slow report generation, integration difficulties, and complex customization remain, alongside desires for improved AI capabilities, intuitive interfaces, and better documentation. Pricing, customer awareness, and dashboard configurations are areas needing attention.

What are the key features of ServiceNow Security Operations?

Tool Integration: Seamlessly integrates with Qualys, Tenable, Splunk, enhancing vulnerability and incident management.
Automation: Automates tasks such as false positive marking and vulnerability remediation for efficient operations.
Customizable Interface: Offers a user-friendly, customizable interface for unified security management.
Cloud Availability: Deployable in both cloud and hybrid environments, reducing infrastructure needs.
SOAR Module: Supports streamlined operations with agile implementation.

What benefits or ROI should users look for?

Efficient Vulnerability Management: Seamless integration and automation lead to efficient threat handling.
Operational Cost Reduction: Cloud deployment reduces infrastructure investment.
Enhanced Security Governance: Unified view facilitates better governance risk and compliance.
Streamlined Incident Response: Automation and integration improve security incident management.
Agility in Implementation: The SOAR module enables quick organizational adaptability.

In sectors requiring robust security defenses, such as finance and healthcare, ServiceNow Security Operations is implemented to manage security incidents, vulnerability assessments, and threat intelligence. The platform's integration with tools like Microsoft Defender allows for efficient data exchange and automated incident response, assisting companies in resolving issues such as phishing incidents, IP address whitelisting, and vulnerability management, enhancing their cybersecurity measures.

ServiceNow

Sample Customers

Information Not Available

DXC Technology, Freedom Security Alliance, Prime Therapeutics, Seton Hall University, York Risk Services

Buyer's Guide

CRITICALSTART vs. ServiceNow Security Operations

August 2026

Free Report: CRITICALSTART vs. ServiceNow Security Operations

Find out what your peers are saying about CRITICALSTART vs. ServiceNow Security Operations and other solutions. Updated: August 2026.

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