Ticket Priority Levels & Definitions
To help us respond as quickly and effectively as possible, all support requests are assigned a priority level based on business impact.
When submitting a case, please select the priority that best matches your situation. Our support team uses these same definitions and may adjust the priority if needed to ensure proper alignment.
Low
NO BUSINESS IMPACT
Customer requests information, documentation, or a solution enhancement, but there is no impact on operations.
Normal
SOME BUSINESS IMPACT
Customer experiences a minor impact to system functionality. The impact is an inconvenience but the system is still functional with workarounds in place.
High
MAJOR FUNCTIONALITY IMPAIRMENT
Customer experiences a major impact to system functionality. Important system features are causing issues and/or are unavailable with no clear workaround; however, business operations can continue in a restricted fashion.
Urgent
COMPLETE LOSS OF SERVICE
Customer experiences a complete loss of system functionality. Production use of the customer's environment is stopped or is so severe that normal business operations have halted.
Important Notes
- Selecting the correct priority helps ensure the right level of urgency and response.
- Submitting a higher priority does not guarantee faster resolution if the issue does not meet the criteria above.
- Our support team will review all tickets and may adjust the priority to align with these definitions.
If you are unsure which priority to select, choose the closest match—our team will review and make any necessary adjustments.