Ticket Priority determines our response time to address the issue as well as helps in gaining an understanding of the impact it is having on your business. Priorities are defined in the following table:
Priorities | Definitions/Examples |
P1 (High) - Critical Impact | The service disruption severely impacts business operations. For example, a region's host is offline or unable to connect to the Wave Panel entirely. |
P2 (Medium) - Medium Impact | Minor impact on business operations. For example, an unresolved plugin error or inability to connect to the server via port/IP. |
P3 (Low) *Default Priority - Low Impact | No impact on business operations. For example, consultation regarding services, and plugin information. |
You have the right to change the priority of your ticket at any time, and our Escalation Manager will also monitor ticket priorities to ensure your issue is resolved as quickly as possible.