Support Ticket Priority List Implementation

Due to a significant increase in ticket volume, we have implemented a priority list to ensure that we address urgent issues promptly and efficiently. This priority list categorizes tickets based on their level of urgency and impact on your operations. Our goal is to resolve critical issues as quickly as possible while maintaining the quality of service across all levels of support.

Here is an overview of our priority levels:

1. Urgent: Issues that are causing a severe impact on your operations and require immediate attention to restore functionality.
2. High: Issues that are significant but may not have an immediate impact on operations. These will be addressed promptly within our SLA guidelines.
3. Normal: Issues that have a moderate impact on operations and can be addressed within a reasonable timeframe.
4. Low: Minor issues or inquiries that do not significantly impact operations and can be addressed during regular support hours.

Here is an overview of our severity levels:

Level on how the issue affects the system. The higher the number the lower the severity.

1. S1 - Anything that hinders customer from checking out (business is blocked)
2. S2 - Features inside the system that are not related to payments
3. S3 - Minor Features or Any UI that misleads a user from using the site (commonly backend)
4. S4 - UI fixes or changes (frontend small fixes)

We are committed to resolving all tickets within our established SLAs, and this priority list will help us ensure that critical issues receive the attention they require without compromising the quality of service for other inquiries.

Severity and Priority

1. Severity Level 1

2. Severity Level 2

3. Severity Level 3

4. Severity Level 4

    Note: D = Day

Need more help?

For more information and assistance, please send an email to [email protected] or click here.