How should priority levels be assigned to requests?

Our goal is to provide an appropriate level of urgency to each ticket based on the impact to your business. Opening tickets with the appropriate level of severity will help us get you in touch with the right Support professionals within the target response times.


  • Urgent: Your business is significantly impacted. Important functions of the platform are unavailable.
  • High: Important functions of the platform are impaired or degraded.
  • Normal: Non-critical functions of the platform are behaving abnormally, or you have a time-sensitive development question.
  • Low: You have a general development question, or you want to request a feature.
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