What are the Priority Levels for tickets?

Our Support team uses the following definitions for a ticket’s Priority Levels:

  • Urgent
    Example: Complete loss of service or a significant feature that is completely unavailable, and no workaround exists. A significant amount of customers is seriously affected by this issue.
  • High
    Example: Services or features are functioning in severely reduced capacity, significantly impacting multiple customers’ business and productivity.
  • Medium
    Example: Loss of non-critical functionality or services, customers can function and/or there are workarounds available. Multiple customers are affected by this issue.
  • Low
    Example: Any issue affecting a single customer, general use questions and feature enhancement requests.