Support Ticket Priority List Definitions

There may be times when we receive a higher than normal increase in support ticket requests therefore we have implemented a priority list to ensure that we address urgent issues promptly and efficiently.

The list below categorizes tickets based on their level of priority and severity on your operations.

Our goal is to resolve urgent and severe 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 and shipping
3. S3 - Issues related to minor features or UI elements that may cause confusion or inefficiencies for users but do not block core functionality. These are typically backend-related or non-critical usability concerns.
4. S4 - A settings page in the admin dashboard has mislabeled options, causing confusion for administrators when configuring site preferences.

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?

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