When submitting a request in the Support Center, accurately selecting the ticket Priority is essential. This ensures your issue is routed correctly and meets the appropriate response time guidelines based on its impact.
Priority Definitions
Please use the following impact descriptions to determine the correct Priority level from the dropdown menu for your ticket:
- Urgent: The software is inoperable or experiences a major failure that prevents normal use.
Example: Hard crash, file corruption, or data loss. - High: The software is usable but significantly degraded, with important features unavailable or severely limited.
Example: Loss of critical functions such as core workflows, severe performance degradation, or core features unavailable. - Normal: Minor issues with available workarounds and minimal overall impact to software use.
Example: Data content changes, issues that are cosmetic in nature, or enhancement requests. - Low: The issue has little to no impact on normal operations.
Example: General product questions, informational requests, or cosmetic concerns that don't affect functionality.
Guidelines for Proper Selection
When submitting a ticket via the web portal, you must choose the Priority level based strictly on the definitions provided above. Accurate classification is vital for maintaining fair and efficient support operations for all customers.
Terminology Reference Chart
Some internal documents, older communications, or automated emails may refer to priority using legacy terms. Use the chart below to map legacy terminology to the current portal dropdown options.
| Priority Level (Current) | Severity Level (Legacy) | Priority Code (Legacy) |
|---|---|---|
| Urgent | Severity 1 | P1/Critical Priority |
| High | Severity 2 | P2/High Priority |
| Normal | Severity 3 | P3/Medium Priority |
| Low | Severity 4 | P4/Low Priority |
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