Understanding Ticket Priority and Response Times

When you submit a support ticket to {{COMPANY_NAME}}, assigning the correct priority level ensures your issue is handled with the appropriate urgency. This guide explains our priority levels, expected response times, and how to ensure the fastest possible resolution.

Priority Levels

{{COMPANY_NAME}} uses four priority levels to categorize support tickets. Each level has different response time targets and is handled according to its urgency.

Low Priority

Use for: General questions, feature requests, account inquiries, non-urgent changes.

Examples:

• "How do I change my contact email address?"
• "Can you explain the difference between your hosting plans?"
• "I would like to request a feature for the dashboard"
• "How do I set up email on my phone?"

Target first response: Within 24 hours during business days.

Medium Priority

Use for: Issues affecting one service or feature, with a workaround available.

Examples:

• "One of my email accounts is not syncing, but webmail works"
• "My SSL certificate shows a warning on one browser"
• "FTP uploads are slow but working"
• "I cannot access one section of my control panel"

Target first response: Within 12 hours.

High Priority

Use for: Issues significantly impacting business operations with no workaround available.

Examples:

• "My website is showing a 500 error and is completely down"
• "I cannot send or receive any email"
• "My database is not connecting and my application is offline"
• "My hosting account shows as suspended but my invoices are paid"

Target first response: Within 4 hours.

Emergency Priority

Use for: Complete service outages affecting all users or critical security incidents.

Examples:

• "My entire server is unreachable"
• "My website has been hacked and is serving malware"
• "All customer data appears to be missing"
• "My server is under active DDoS attack"

Target first response: Within 1 hour.

Important: Emergency priority should only be used for genuine emergencies. Misusing emergency priority delays response for truly critical situations and may result in your priority being adjusted.

Response Time vs. Resolution Time

It is important to understand the difference:

• First response time — How quickly an engineer acknowledges your ticket and begins working on it. This is what our targets above refer to.
• Resolution time — How long it takes to fully resolve your issue. This varies greatly depending on complexity.

Factors Affecting Resolution Time

How Tickets Are Processed

1. Receipt and Acknowledgment

When you submit a ticket, you receive an automatic confirmation email with your ticket number. The ticket enters our queue based on its priority level.

2. Assignment

Tickets are assigned to engineers based on:

• The department you selected
• The type of issue
• Engineer availability and specialization
• Current workload distribution

3. Investigation

The assigned engineer reviews your ticket, investigates the issue, and may:

• Resolve it immediately and respond with the solution
• Ask follow-up questions if more information is needed
• Escalate to a senior engineer or specialist if required

4. Resolution and Follow-Up

Once resolved, the engineer updates the ticket with:

• What the issue was
• What was done to fix it
• Any recommendations to prevent recurrence

The ticket is marked as Resolved. If you do not reply within 48 hours, it is automatically closed.

Tips for Faster Resolution

Provide Complete Information

Include the following in your initial ticket:

1. Domain name or service affected
2. Exact error message (copy-paste, not paraphrased)
3. Screenshot of the error
4. When it started (date and time)
5. What changed — Did you make any recent changes to your website, DNS, or email settings?
6. Steps to reproduce — What actions trigger the error?
7. What you already tried — Saves the engineer from suggesting things you have already done

Example of a Good Ticket

Subject: Website returning 500 error since 2pm today

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Domain: example.com

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Description: My WordPress website at example.com has been showing a 500 Internal Server Error since approximately 2:00 PM IST today. I updated the WooCommerce plugin around 1:45 PM, and the error started shortly after. I have tried disabling the plugin via FTP by renaming the plugin folder, but the error persists. Attached is a screenshot of the error page. My hosting plan is Linux Pro Hosting (annual).

>

Attachment: error-screenshot.png

Example of a Poor Ticket

Subject: HELP SITE DOWN!!!

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Description: My website is not working. Please fix ASAP.

The first example gives the engineer everything they need to start investigating immediately. The second requires multiple rounds of questions before work can begin.

Respond Promptly

When we ask a follow-up question:

• Reply as soon as possible
• Answer all questions in a single reply
• Tickets awaiting customer response for more than 72 hours may be auto-closed

Do Not Open Duplicate Tickets

If you submit multiple tickets for the same issue:

• It does not speed up resolution
• It fragments the conversation
• Engineers may work on duplicates simultaneously, wasting resources

Instead, reply to your existing ticket to add information or request an update.

Checking Ticket Status

1. Log in to your {{COMPANY_NAME}} dashboard
2. Navigate to Support → My Tickets
3. View all tickets with their current status and last response

Escalation

If your issue is not progressing satisfactorily:

1. Reply to your ticket and request escalation, explaining why
2. A team lead will review the ticket and either expedite resolution or provide an updated timeline
3. Escalation is available for all priority levels

Service Level Expectations

Note: Resolution targets are goals, not guarantees. Complex issues, third-party dependencies, and incomplete information may extend these timelines.

Related Articles

• How to Submit a Support Ticket
• Support Channels: Chat, Email, Phone, WhatsApp
• How to Create Your {{COMPANY_NAME}} Account

Have an urgent issue? Contact us at {{SUPPORT_URL}} or email {{SUPPORT_EMAIL}}. For true emergencies, call our support line for the fastest response.