To ensure fairness and efficiency across our support desk, our engineers prioritize tickets based on severity. Accurately setting the priority when you create a ticket ensures that critical business interruptions are handled immediately.
Priority Definitions
- Low: General inquiries, feature requests, or minor cosmetic bugs that do not impact functionality.
- Medium (Default): Standard technical support. A specific feature is not working as expected, but a workaround exists.
- High: A major module or primary business function is completely broken, causing significant operational delays.
- Urgent: Critical business failure. Total server outage, database corruption, protective security lockdown, or complete inability to access the application.
Please note: Our administration team reserves the right to downgrade ticket priorities if an issue marked as "Urgent" does not meet the criteria of a critical business failure.
