Priority level drives our response time to all tickets in our system. It is critical that you select the correct priority level when adding a new ticket.
Generally speaking, most tickets are Normal priority; Urgent or High are only used when the issue is creating serious delays in your production.
- Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.
- No jobs are running on any project/workflow.
- Server is not connecting to any clients.
- Server is uncontactable.
- No changes have been made to any project on the server.
- Major functionality is impacted or performance is significantly degraded. Issue is persistent and affects many users. No reasonable workaround is available.
- Some jobs/workflows are not running.
- Some actions are not responding at all.
- Server access is intermittent.
- System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.
- Intermittent issue impacting some workflows or users but not consistently.
- Provisioning issues such as installation of new fonts, PDF presets, and activation of new actions.
- Inquiry regarding a routine technical issue; information requested on application, capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution requested as soon as reasonably applicable.
- Helpdesk and general technical queries.
- No resolution required within a guaranteed timeframe.
- Requests that have been documented as out of scope for resolution but which may require future attention.