Priority and Service Level
Each ticket that comes into support is assigned one of four priorities, which dictates how quickly you can expect a technician to resolve/address your request.
Critical – Level 1
Estimated Resolution: 1 day
Critical Priority tickets are urgent issues that warrant public notification and liaison with executive teams. A critical ticket sends an email to our support team, as well as key members of our team, and these are the only issues that are worked outside of standard support hours.
High – Level 2
Estimated Resolution: 3 days
High Priority tickets are issues and/or bugs which impact a large part of site functionality and/or a large part of a site’s user-base.
Normal – Level 3
Estimated Resolution: 7 days
Normal Priority tickets are standard issues and bugs which have a moderate impact on user experience.
Low – Level 4
Estimated Resolution: 14 days
Low Priority tickets might be “nice to have” feature requests and other issues that don’t require a response right away.