Choosing a Ticket Priority

When submitting a ticket, you are able to select the priority of your inquiry. Please refer to these guidelines if you are unsure of the priority to select. Making a selection in the Priority field in the ticket form helps ensure your ticket is assigned and resolved in the most effective manner by our team.

Ticket Priority Definitions

Urgent:

  • Production down (product is unusable)
  • Inability to use has critical impact to Customer’s Operations
  • No work-around available

High:

  • Feature component not working
  • Integration issues
  • Call Routing issues
  • Moderate impact to operations

Normal:

  • All porting & Billing requests
  • General Set-up questions, configuration assistance or issues that cause minimal impact on operations

Low:

  • General Inquiries 
  • Account Changes
  • Minimal issue that does not impact business operations

 

The priority you assign when submitting the ticket may be changed by our team during the triage process.

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