How to choose the right priority on a support request
All new support requests are triaged as soon as they are raised. This process determines who is best placed to provide assistance (the 'assignee') and reviews the priority that is suggested by you (the 'requester).
Prioritising support requests allows us to help you where help is needed first.
How we determine priority
We treat priority as a measure made up of the urgency and the severity of your support request.
Urgency: a measure of how quickly a support request needs to be resolved
Severity: a measure of the impact or seriousness of a support request
The priority of a support request is set to be the intersection of urgency and severity in this priority matrix:
Rules of thumb/Rule of thumbs
Urgent is usually reserved for when your production system is not available to your users.
High is when you feel something is urgent but it fails the above test.
Normal is the default priority of support requests.
Low is a very kind way of telling us that we should deal with your request when we have a spare moment.