Every ticket carries a priority, and the priority sets the target for our first response.
| Priority | Use it when | First response |
|---|---|---|
| Critical | Service is down or unusable — no calls in or out, everyone affected | 1 hour |
| High | Major impact on how you work — one location down, a key number failing | 4 hours |
| Medium | Important but you can keep working — a feature misbehaving, a billing question | 24 hours |
| Low | General questions, minor issues, feature requests | 72 hours |
What "first response" means
It is the target for a real reply from a person who has looked at your ticket — not an automated acknowledgement. The confirmation email you receive when the ticket is created states the target for your priority, and the target is also shown on the ticket itself.
The target is recorded on the ticket when it is created. If the priority changes later, the target is recalculated from the new priority.
Resolution targets
The ticket also shows a resolution target. Treat it as our working goal for that class of issue, not a commitment — how long a fix takes depends on what the fix turns out to be. The first-response target is the one to hold us to.
Choosing the right priority
The assistant proposes a priority from your description and you can change it. Two things worth knowing:
- Marking everything Critical doesn't make anything faster. It makes the genuinely critical tickets harder to spot.
- Under-marking a real outage costs you hours. If phones are down for your business, that is Critical.
If you get it wrong, say so in a reply and we'll re-prioritise.
Faster than a ticket
For a service-affecting outage, call us. A phone call reaches someone immediately; a ticket reaches someone within the target above.