Setting Ticket Priorities

When reporting a Ticket, selecting the correct priority helps us address your issue/question in the right order; and ensures that critical matters are resolved quickly.

Please use the following guidance to help set the priority that best matches the impact and urgency of your case.

Highest: When to choose: Your business is severely impacted. Critical systems or services are down, no workarounds exist. Immediate resolution is required.

Example: Payment processing is completely unavailable for all cardholders.

High: When to choose: Your business is significantly impacted. Major functionalities are affected. Workarounds may exist but are not sufficient for sustained regular operations.

Example: Some payment methods are failing affecting a significant number of transactions.

Medium: When to choose: Your business is moderately impacted. The issue affects regular operations but it does not stop critical functionalities. Workarounds may be available.

Example: A report is not displaying data correctly but payments are still being processed.

Low: When to choose: Insignificant impact to your business. The issue is noticeable but does not affect daily operations. Workarounds are available.

Example: Cosmetic display issues within Vista.

Lowest: When to choose: Minimal or no impact. This is often a general question, request for information, or an enhancement suggestion.

Example: Requesting new features, documentation clarification, non-urgent inquiries.