Issue Priority Guidelines: When to mark a ticket urgent?

To avoid the problem: When everything is important, then nothing is important, here are some guidelines for selecting from the priority dropdown when creating tickets.

URGENT:
Support Response Timeline: Same business day

Examples:

1. Key functionality is impaired or not working, and there is no manageable workaround (i.e. Unable to add or edit content)
2. Multiple users are unable to login (i.e. login or password reset failure for multiple users)
3. Moderate performance degradation (i.e. page loading times out, or severely inhibited)

HIGH
Support Response Timeline: 1-2 business days
Examples:

1. Non-critical functionality is impaired or not working, but can be worked around (i.e. hyperlink support)
2. Important bug fix or feature enhancement (i.e. permissions)
3. Content support that meets deadline requirement (i.e. newshub content support)

MEDIUM

Support Response Timeline: 3 - 5 business days

Examples:

1. Secondary functionality is impaired or not working worked around (i.e. media library support)
2. Regular bug fix or feature enhancement (i.e. calendars)
3. Content support without deadline requirement (i.e. static page content support)

LOW

Support Response Timeline: 1 - 2 weeks

Examples: Low importance bug fix or feature enhancement (i.e. visual colour or spacing request changes)