How Do We Prioritize Support Issues

Created by Jordan Venoit, Modified on Fri, 29 May at 9:23 AM by Jordan Venoit

Overview

When you submit a ticket, our team assigns a priority level based on impact. Here's what each level means and when to expect a response.

P3 - Low priority

Minor issues: UI glitches, cosmetic bugs, small settings problems.

Start: As soon as time allows
Review: Within 3–5 business days
How many affected: Less than 5 customers

P2 - Medium priority

Non-critical features affected - core messaging still works, but some tools or reports may not.

Start: Within 1–2 business days
Review: Next business morning
How many affected: Around 6 to 25 customers

P1 - High priority

Major features broken or degraded (e.g. can't add new keywords).

Start: ASAP - as soon as someone is available
Review: Within the same day
How many affected: Around 25–50 customers

P0 - Critical

Platform-wide outage: logins down, messages not sending, or keywords system offline.

Start: Immediately - we drop everything
Review: Within a few hours
How many affected: More than 50 customers