Ticket Priorities Explained

When submitting a new support ticket you'll need to select one of four priorities for your request. Please use this guide to set the appropriate priority.

Low - Information requests, feature requests, general questions and assistance.

Normal - Configuration help, non-critical bugs, non-production system failures.

High - Production malfunctions impacting business systems. This can include performance issues or non-critical bugs.

Urgent - Fatal production system failures impacting critical business systems.

Instabase Support may change the priority of your ticket if the selected priority does not meet the above criteria or if the priority of the ticket changes through troubleshooting. For example, if an urgent ticket is created and the urgent aspect of the ticket is dealt with, but follow up analysis is needed, the priority of that analysis may move from Urgent priority to High priority.