When submitting a support ticket, choose a priority based on the actual business impact.
Low
Use for:
- General questions
- Minor changes
- Non-urgent requests
Normal
Use for standard support requests that do not significantly interrupt business operations.
High
Use when an important service or functionality is significantly affected.
Urgent
Use for genuine critical incidents, such as:
- Production website completely unavailable
- Critical business system unavailable
- Major business email outage
- Serious security concern requiring immediate attention
Please do not mark routine updates, design changes, or general questions as Urgent.