Every ticket carries a priority. It decides the order work is picked up in, so it is worth understanding how we read the levels. You can set a priority when you open a ticket, and our team may adjust it after triage based on the actual technical impact.
Urgent
Your service is down or unusable for everyone. The site does not load, the server is unreachable, checkout is broken, or business email is not sending or receiving at all. Anything that stops your business from operating belongs here.
High
A major function is broken but the service is still up. A contact form is not delivering enquiries, a payment method fails while others work, a key page throws errors, or a security warning appears in the browser. There is real business impact but there is usually a workaround.
Medium
Something is wrong and needs fixing, but you can continue working. Layout faults on a secondary page, a plugin behaving oddly, slow loading on one section, or an admin function that is inconvenient rather than blocking.
Low
Cosmetic issues, small content corrections, general questions, feature enquiries and anything you would describe as "when you get a chance".
How we triage
Triage looks at technical scope and business impact together. A typo on the homepage marked Urgent will be reset to Low, and a quietly failing enquiry form marked Low will be raised. We adjust the level in the ticket so you can see it, and if the change matters we explain why in a reply.
Using priority well
Reserve Urgent for genuine outages. If everything is marked Urgent, the label stops carrying information and real emergencies are harder to spot. If a ticket becomes more serious after you raise it, reply on the same ticket and tell us what changed instead of opening a new one.
If you are not sure which level fits, describe the impact and let us set it. Reply to your email thread or contact [email protected].
