When you contact Support, your ticket is assigned a priority. Priority helps us understand the impact of your case, route it to the right team, and make sure production-impacting issues are handled appropriately.
This article explains what each priority means.
Response times are not covered in this article because they depend on your support plan.
Priority levels
| Priority in the Help Centre | Priority code | Meaning |
|---|---|---|
| Urgent | P1 | Critical business impact |
| High | P2 | High business impact |
| Normal | P3 | Medium or limited impact |
| Low | P4 | Low or no business impact |
How do we define priority
Ticket priority is based on the actual or potential impact on your services and business operations.
When we review a ticket, we consider:
- whether a production service is unavailable or degraded;
- whether business-critical functionality is affected;
- how many users, services, regions, or workloads are impacted;
- whether there is a workaround;
- whether the case is an active issue, a request, or a consultation;
- whether immediate action is needed to prevent major service impact.
Priority is not based only on urgency from the customer side. A case may be important, but it is assigned a higher priority only when there is confirmed or clearly expected service or business impact.
Urgent / P1 — Critical business impact
Use Urgent / P1 when a business-critical production service is unavailable or so severely degraded that it cannot be used.
This priority is for major incidents that directly and critically affect business operations.
Examples:
- a production service is fully unavailable;
- customer traffic is completely down;
- a business-critical function cannot be used by all or most users;
- a major platform issue prevents you from delivering your service;
- a severe degradation is ongoing and is expected to lead to full service unavailability.
Urgent / P1 is not intended for general questions, planned changes, feature requests, minor issues, or isolated problems without critical business impact.
High / P2 — High business impact
Use High / P2 when a business-critical production service is partially unavailable or significantly degraded.
The service may still work, but important functionality is affected, performance is strongly degraded, or a significant part of your users or workloads is impacted.
Examples:
- a production service is partially unavailable;
- a key feature is not working for many users;
- error rates or latency are significantly higher than normal;
- a major customer-facing function is degraded, but the service is not fully down;
- a workaround exists, but it is limited, temporary, or not suitable for normal operations.
High / P2 is used when the business impact is significant, but the service is not fully unavailable.
Normal / P3 — Medium or limited impact
Use Normal / P3 when something is not working as expected, but the impact is limited, tolerable, or affects non-business-critical functionality.
The issue may affect production, but it does not stop core business operations. A workaround may exist, or only a limited part of the service may be affected.
Examples:
- a non-critical feature is not working;
- a configuration issue affects a limited use case;
- a problem affects a small number of users or requests;
- non-standard errors are observed, but the service remains generally available;
- a question is related to an active incident or service degradation;
- help is needed to understand behavior that may be connected to a current issue.
Normal / P3 is also commonly used when technical investigation is needed, but the case does not represent major or business-critical impact.
Low / P4 — Low or no business impact
Use Low / P4 when there is no active production impact, or the impact is minimal.
This priority is used for general questions, consultations, planned requests, documentation clarifications, non-urgent changes, and minor issues that do not affect business operations.
Examples:
- a general question about a service;
- a “how-to” or configuration consultation;
- documentation clarification;
- a planned change request;
- a feature request;
- a question about a past incident or past unavailability;
- a cosmetic issue or minor UI inconsistency;
- a small issue that is noticeable but does not create real business impact.
Low / P4 does not mean the case is unimportant. It means there is no current significant service or business impact.
How priority applies to different ticket types
A ticket can be an issue, a consultation, or a request. The ticket type describes the nature of the case. Priority describes the impact.
Issue
An issue means something is not working as expected.
Issues can have any priority, depending on impact.
Examples:
| Case | Typical priority |
|---|---|
| Full production outage | Urgent / P1 |
| Partial production degradation | High / P2 |
| Limited non-critical malfunction | Normal / P3 |
| Minor issue with no real business impact | Low / P4 |
Consultation
A consultation means you need advice, guidance, or clarification.
Consultations are usually Low / P4. They may be Normal / P3 if the question is related to an active incident, production degradation, or a time-sensitive technical decision.
Examples:
| Case | Typical priority |
|---|---|
| General “how do I configure this?” question | Low / P4 |
| Best-practice question for a planned setup | Low / P4 |
| Question related to an active production issue | Normal / P3 |
| Clarification needed during an ongoing incident | Normal / P3 |
Consultations are normally not classified as Urgent / P1 or High / P2 unless they are directly connected to an active business-critical service impact.
Request
A request means you ask us to perform an action or make a change.
Requests are usually Low / P4 when they are planned or non-urgent. They may be Normal / P3 when they have limited production relevance. A request may be High / P2 if it is required to restore or prevent significant production impact.
Examples:
| Case | Typical priority |
|---|---|
| Planned configuration change | Low / P4 |
| Non-urgent service adjustment | Low / P4 |
| Request related to a limited production issue | Normal / P3 |
| Urgent change required to mitigate major production degradation | High / P2 |
Requests are not automatically high priority only because they are important. The priority depends on the actual service and business impact.
Why ticket priority may be changed
Support may adjust the priority of a ticket after reviewing the technical details, affected scope, business impact, and available workaround.
For example:
- a ticket reported as Urgent / P1 may be changed to Normal / P3 if the service is available and only non-critical functionality is affected;
- a general question may be changed from Low / P4 to Normal / P3 if it is related to an active service degradation;
- a request may be changed from Low / P4 to High / P2 if it becomes necessary to mitigate major production impact.
This helps ensure that critical production-impacting cases receive the right attention while all other cases are handled according to their actual impact.
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