Overview
How to Assess Request Priority
We aim to review all requests within one working day, but it is helpful for our customers to indicate the severity of an issue when requesting support in the Zendesk form. Use the following guidelines to select the appropriate priority for your request.
- Low (No impact on production, not time-sensitive) - Typical day-to-day issues should be considered low priority
- Normal (No impact on production, time-sensitive) - Normal priority should be selected when your issue is typical but more time-sensitive in nature
- High (Production impacted) - High Priority should be selected when an issue is impacting your business production
- Urgent (Production halted) - Urgent issues are evaluated immediately and will call engineers to action regardless of the time of day that a request is submitted. We kindly ask that you limit the use of the “urgent” priority setting to true emergencies.