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Ticket Priority Guidelines:

(Priorities are only available for Active Subscriptions or Maitenance Contracts)

  • Urgent – Issues that completely disrupt production with no viable workaround available. Immediate attention is required.
  • High – Issues that significantly impair major features and have no reasonable workaround, severely affecting functionality.
  • Normal – Issues that affect a specific feature but may have a reasonable workaround, allowing partial functionality.
  • Low – Issues or questions that:
      • Involve routine technical matters.
      • Are requests for information.
      • Do not impact or impair the product or its features.

Aim to include as much information and detail in your request as possible to reduce delays between replies