Not all tickets are equal. We prioritise the ones that affect the most users or the most important functions.
How priority is set
Severity of the issue. How many services are affected. Whether your site is completely down. Whether it is a billing or technical matter.
What you can expect
Urgent issues (site down, security) are answered fastest. General questions are answered soon after.
How to help us help you
Mark the ticket clearly if your service is down. Keep replies focused on one issue per ticket. Do not open duplicate tickets, as this splits attention.
Response averages under 30 minutes during business hours.