Noah M.When opening a support ticket, we offer the option of a user-defined ticket priority. When we are receiving lots of support requests, this allows us to address important topics/issues as fast as possible. For example, if someone's service is experiencing an outage, this allows us to properly prioritize their request over general questions or smaller issues.
Choosing the correct priority for your ticket
Tickets that are incorrectly prioritized can lead to a worse experience for those experiencing actual critical issues. We ask that all of our customers consider the importance of their issue when submitting a ticket. The priority you select will typically not change the team who is assigned to your ticket or how it is delivered to us (in most cases).
| Priority | Intended Use | Estimated Response Time |
| Low | Most general questions about a service and questions about billing that are not urgent | <12 hours (<24 hours if we are experiencing high ticket volume) |
| Medium | The most common priority for issues/troubleshooting and billing issues not currently affecting your service | <12 hours |
| High | Issues that make only your service inoperable (like bugs or code issues) and billing issues that require changes made to payments coming up within a few days | <6 hours |
| Critical | Issues that make more than one service inoperable (issues affecting multiple clients) and billing issues that need to be addressed within 24 hours | <1 hour |
| Emergency | Issues that make multiple services inoperable for multiple clients and billing issues that need to be addressed within a few hours | <30 minutes |
A note about estimated response times: Our team generally aims to respond to most requests within an hour or two regardless of the priority. This is not always possible, so these times showcase the most you'll have to wait in most cases. Additionally, our team is based in the United States. During night hours, the amount of our team that is able to respond to tickets is greatly limited, so it can take longer to receive a response.
How ticket priorities are used internally
In most cases, all tickets are treated fairly equally. The team handling tickets is always notified for all tickets, and when there are not many tickets in the queue tickets are typically addressed in the order they are received. The team that is assigned to a ticket does not change depending on the priority you select, and issues that require more advanced support still need to be escalated.
If our team disagrees with the priority you select, we can overwrite the priority. Depending on the circumstances, we may not even respond until we have worked through all urgent tickets.