When opening a new support ticket, one of the fields is “Priority” which offers the following options:
- Low
- Medium
- High
- Urgent
- Emergency
- Critical
The default setting for “Priority” on new tickets is “Medium”.
It has come to our attention that a (small) number of clients assign “Critical” to many of their new tickets.
Whilst tickets marked as “Emergency” or “Critical” will be given priority over a lower ranked ticket, it is important to stress that “Critical” and “Emergency” should ONLY be assigned to tickets where:
- website is offline/not loading
- website has been attacked/hacked
- email has ceased functioning (where provided by C Me Online Ltd)
Assigning “Emergency” or “Critical” to support tickets that are requesting content changes should be avoided AT ALL COSTS.
From January 2019, any tickets flagged as “Emergency” or “Critical” that pertain to content changes/amendments/additions will be de-prioritised by Tech Support accordingly. Should any client continue to flag tickets in this regard, they will be notified accordingly.
We provide support to over 700 clients, and this service cannot and must not be abused.
