Our initial ticket submission process provides our customers the ability to designate whether a ticket is an emergency. (Translated to 911 priority) All other tickets are initially created with a normal priority. To request a different priority, simply reply to the ticket or call support and indicate the requested priority and impact to your business.
- Low - Non-urgent request or incident. This typically involves best effort requests and requests requiring additional research.
- Normal - Standard requests or incident not involving a degradation of services. Examples of this include adding new user accounts, application updates, and application installs.
- High - Server and services are up but experiencing a degradation of service. Examples of this includes slow load times or intermittent problems for a specific user or group of users.
- 911 - Emergency. Customer systems or services are down. An example of this includes an unresponsive and/or unavailable server or service(s).