Ticket Priorities
There are three different priorities available when creating tickets. Please respect these priorities as failure to adhere could lead to delays.
These are estimated response times for an initial response to a support query.
Severity | Example Issue | Target Initial Response Time | Support Coverage |
|---|---|---|---|
High | Unable to access product, domain wide deliverability issues, no workarounds available, requires immediate fix. | 30 minutes to 1 hour (elapsed) | 24/7 [Telephone] |
Medium | Degraded quality of service but workaround available, false negatives. | 2 to 4 hours (elapsed) | Normal working hours |
Low | Questions, non-time sensitive tasks, feature requests. | 8 Business Hours | Normal working hours |