We know that when you reach out for support, it's important to understand how we manage and prioritize your requests. Whether you have a routine question or encounter a critical issue, we’re here to ensure your needs are addressed promptly and effectively. In this article, we’ll break down our three levels of ticket priority so you know exactly what to expect and how we’re working to provide the best possible service. Thank you for being a valued part of our community!
1. Standard Tickets
Definition: These tickets address routine issues or requests that do not impact critical business operations. They typically involve standard support, enhancement requests or maintenance tasks.
Characteristics:
- Response Time: Can be addressed during regular business hours.
- Impact: Minimal to no immediate impact on service or business operations.
- Examples: General inquiries, minor feature requests, routine updates, or non-urgent bug fixes.
Handling:
- Addressed within the standard support timeframe.
- Resolved according to priority and available resources.
2. Urgent Tickets
Definition: These tickets involve issues that need prompt attention but are not critical to business continuity. They often affect specific users or parts of the service but do not pose an immediate threat to the entire operation.
Characteristics:
- Response Time: Requires attention within a few hours.
- Impact: Moderate impact on specific services or user groups; could escalate if not addressed in a timely manner.
- Examples: Significant bugs that affect major functionality, issues that disrupt user experience but have workarounds, or problems impacting a large subset of users.
Handling:
- Addressed as soon as possible within business hours.
- May require escalation to higher support levels if not resolved quickly.
3. Critical Tickets
Definition: These tickets involve severe issues that impact business continuity or pose significant risks to operations. They demand immediate action and can disrupt critical services or functions.
Characteristics:
- Response Time: Immediate response required, including off-hours and holidays.
- Impact: High impact on overall business operations, affecting all or most users or critical components of the service.
- Examples: Major outages, security breaches, or failures of essential services that halt business operations.
Handling:
- Response and resolution must occur immediately, including after hours and during holidays.
- Requires highest priority and may involve escalation to senior management or specialized teams.
Summary
- Standard Tickets: Routine issues, addressed within standard hours and response times.
- Urgent Tickets: Significant but not critical issues, requiring prompt attention within business hours.
- Critical Tickets: Severe issues impacting business continuity, demanding immediate attention at all times.