All tickets are important, but some need immediate attention. To reach the most critical ones faster, we use three priority levels:
Low
- Questions, consultations, information requests.
- Non-urgent configuration changes.
- Response time: under 24h on business days.
Medium (default)
- Issues affecting part of your service without fully blocking it.
- Intermittent errors, slowness, configurations not behaving as expected.
- Response time: under 12h on business days.
High / Urgent
- Full outages (website or email completely down).
- Errors blocking work for one of your clients or yourself.
- Data loss, suspected hack or unauthorised access.
- Response time: under 2h during business hours.
How to set the priority: when opening a ticket, you will see a Priority selector. Pick High only if your case matches the list above.
Outside business hours (nights, weekends, holidays): we handle high-priority tickets as soon as we can, but medium and low priority ones wait until the next business day.
Important: marking non-urgent things as urgent slows down attention for other customers with real problems. Trust the system — if you open a ticket explaining clearly what is happening, we classify it correctly even if you did not set a priority.
