When submitting a support ticket, you may be asked to select a priority level. Ticket priorities help our support team understand the urgency and impact of an issue.
Selecting the appropriate priority helps ensure your request is handled as efficiently as possible.
Low Priority
Low priority tickets are generally enquiries, minor issues or requests that do not affect the normal operation of your services.
Examples include:
- General questions.
- Requests for information.
- Minor website changes.
- Billing enquiries.
- Non-urgent administrative requests.
Medium Priority
Medium priority tickets are suitable for issues that affect part of a service but where a workaround may be available.
Examples include:
- Website functionality issues.
- Email configuration assistance.
- DNS-related questions.
- Control panel access issues.
- Service configuration requests.
High Priority
High priority tickets should be reserved for significant service-impacting issues requiring urgent attention.
Examples include:
- A website that is completely unavailable.
- Business-critical email outages.
- Hosting services that are inaccessible.
- Major service disruptions.
How Priorities Are Used
While ticket priority helps indicate urgency, all tickets are reviewed by our support team and may be reclassified if a different priority level is more appropriate.
Factors that may influence response times include:
- The severity of the issue.
- The impact on services.
- The information provided in the ticket.
- Current support workload.
Choosing the Correct Priority
We recommend selecting the priority that most accurately reflects the impact of the issue.
Using High Priority for non-urgent requests does not necessarily result in faster resolution and may delay the handling of genuine service outages.
Emergency Service Issues
If you are experiencing a complete outage of a critical service, please ensure your ticket contains as much information as possible, including affected services, error messages and the time the issue began.
Need Assistance?
If you are unsure which priority level to select, choose the option that best reflects the impact of the issue and our support team will review it accordingly.