Prioritise your tickets

Priority level drives our response time to all tickets in our system. You must 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.

Urgent

• 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.

High

• 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.

Normal

• 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 the installation of new fonts, PDF presets, and activation of new actions.

Low

• 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.