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.