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Here is a list of our Ticket Categories to help you classify and prioritize your ticket:
Request technical support — Priority 3
General question/other — Priority 4
Report a bug or issue — Priority 3
Report a system outage — Priority 1
Report a minor service disruption impacting multiple users — Priority 2
Below is each priority level and the response times for tickets in that level.
| Definition | Example |
Response Time |
Resolution Time | |
| Priority 1 | Critical issue that severely impacts the service. The situation halts business operations and no acceptable workaround exists. | Unexpected site downtime or the platform login page URL returning a 500 error instead of the login page. | 15 minute initial response time. Update every 15 minutes. | Resolution or acceptable workaround ASAP, ideally 1-2 hours (no longer than 24 hours). |
| Priority 2 | There is a partial, non-critical loss of use of service with a medium-to-low impact on the business, but the business continues to function. Short-term workaround is available, but not scalable. | Service disruption affecting multiple users. For example; every user is suddenly unable to mark Confidence Levels. | 1 hour initial response time. Updates every hour. | Resolution or acceptable workaround within 2 calendar days after initial notification. |
| Priority 3 | Inquiry regarding a routine technical issue; bug affecting a small number of users; cosmetic issues. Acceptable workaround available. | An issue that affects one, or a small group of users, a support request, or a question not answered by a Knowledge Base article. | 24 hour initial response time. | Resolution or acceptable workaround within 7 calendar days. |
| Priority 4 | Information requested on application capabilities, navigation or configuration. Acceptable workaround available. | A minor issue affecting one or more users, a support request or a product question that does not need to be answered or completed within one week. | 7 days initial response time. | Resolution within 60 days (depends on release cycle/priorities). |
Note: Most tickets are submitted with Priority 3. Use Priority 1 and 2 with caution, as these are reserved for critical issues affecting multiple users and/or system outages.
Our knowledgeable and customer-focused support team monitors the queue, assesses every issue and diligently follows up on every inquiry. Rest assured, we are here to assist you!
