How is My Support Ticket Priority Determined?

The determination of a ticket’s priority is critical for resource allocation, ensuring that high-impact problems are addressed before minor inconveniences. Priority is not solely a measure of technical difficulty; it is the strategic intersection of Impact and Urgency.

This document outlines the criteria used by our Project Managers to classify your ticket into one of three priority levels (P1, P2, P3).

The Priority Matrix Fundamentals

Every ticket is assessed based on two core factors:

Impact (Severity): The extent to which the issue affects your business operations (e.g., loss of a single feature vs. a total system failure).
Urgency (Time Criticality): The speed required for the solution to prevent further negative consequences (e.g., stopping uncontrolled financial loss).

Detailed Priority Classification

All recurring service incidents are classified based on the examples below. Any issues not explicitly listed as P1 or P2 are automatically categorized as P3: STANDARD.

Priority Level	Core Definition	Example Scenarios (Mandatory P-Level)
P1: CRITICAL	Major Disruption: Complete failure of a business-critical system. Irreversible financial loss or total service unavailability. No viable workaround exists.	Uncontrolled Ad Overspending, Total Website Outage (Global error), Complete Conversion Pathway Blockage (e.g., forms failing).
P2: HIGH	Significant Impairment: Severe impairment of core functionality, affecting large user segments. Significant data gaps or major operational threats. A cumbersome workaround may exist.	Severe Website Performance Degradation, Critical Content Error (e.g., incorrect pricing), Total Analytics Outage (rendering the business blind).
P3: STANDARD	Routine Issue: Routine operational issues, minor inconveniences, small data discrepancies, and non-urgent requests. Service is partially impaired or fully usable with minor issues.	Minor cosmetic issues (e.g., misaligned image), request for routine ad copy A/B testing, or minor metatag revisions.

Mandatory Actions for Critical Incidents

Our priority matrix ensures immediate and targeted action for the most severe issues:

P1 Triggers: P1 incidents require immediate notification (Email/SMS) to Administrators and the Leadership Team upon confirmation.
Budget Overspend: An Ad Overspending incident triggers our P1: CRITICAL Protocol, mandating the immediate pausing of the offending campaign to prevent irreversible financial loss.
Form Errors: Form Errors are classified as P1: CRITICAL because a broken lead generation form is a Conversion Pathway Blockage, immediately halting potential revenue generation.