Hosted App Support - How to Request High or Urgent Priority
Summary
We work tickets in the order they are received. Depending on our workload, some responses may be delayed. Additionally, our hours of operation could affect how quickly you hear back. Here are some ways to adjust your ticket priority as well as some definitions and examples of each.
Priority PassPhrases
There are exceptions made for tickets that are deemed High or Urgent priority. If we see a ticket marked at a lower priority than the description of the issue implies, we will raise it ourselves, but if you need to adjust it to ensure we see it sooner than later, you can do so via the following passphrases. These need to be typed exactly as they appear below in order to trigger our automations however it will take both upper and lower case of each:
- PriorityLow
- PriorityMedium
- PriorityHigh
- PriorityUrgent
These priorities are used not only in helping us triage tickets, but depending on the priority and time your ticket was received, this could result in emergency on-call support by paging the on-call technicians. Because of this, we ask that you match the priority to the situation to the best of your ability.
Priority Definitions
The following are definitions you can use to help inform which priority your ticket should be along with examples of each:
-
Low: No urgency on these, allowing us to get to them as we are able, after all other priorities.
- e.g: Intermittent slowness; Adding users to an account;
-
Medium:Default priority. Processed in the order they were received. This can include standard requests and issues low to no impact on use.
- e.g.: Change requests; small bug reports;
-
High: Multi-User issues or systems down with moderate impact.
- e.g.: Features or processes are down for multiple people; System down but it can wait till next business day
-
Urgent:Business or Process critical issues with high to severe impact.
- e.g. System is down or inaccessible and requires emergency on-call support immediately.