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.