When creating a new ticket, you will need to select a priority level. By selecting the appropriate priority level that best describes your ticket, this will help us quickly route your ticket to the right group who will respond to you and provide you with the help you need in a timely manner.
1. Emergency
An Emergency ticket only applies in the following situations:
- Your website is down - You've also confirmed that it's down for at least two other people in different locations and on at least three different web browsers (e.g., Chrome, Firefox, Internet Explorer, Safari)
- Your website has been infected with malware - There are visible errors or problems using the site, data breach, or other serious issues.
- Your website has been hacked - You've lost or can't access private data, your website has been defaced, or critical elements of the site have been rendered non-functional.
2. Urgent
A ticket with an Urgent priority level is time-sensitive, and you need the ticket resolved asap. By selecting this, you understand this will draw against your implementation hours by a factor of 1.5x, 1.75x, or 2x, depending on your current plan with us (e.g., a task estimated at one-hour in the Basic Optimization Plan will cost two implementation hours).
3. Standard
If an Emergency or Urgent priority level doesn't apply to your ticket, then this will be the one you choose. This can be used for any questions, concerns, or feature requests you may have regarding your website or account.