To help us respond to queries as efficiently as possible, all Interactions raised with our Support team are automatically assigned a priority.
Priorities help ensure that critical business-impacting issues are reviewed first, while general questions and lower-impact requests are still handled as quickly as possible.
Our Digital Support Assistant will automatically assign a priority when your query is submitted. Our Support team will also review and adjust the priority if needed.
How priorities are assigned
Priority levels are determined based on factors such as:
The number of users affected.
Whether a key business process is unavailable.
The operational impact to your business.
Whether there is a workaround available.
The urgency and time sensitivity of the issue.
Priority levels explained
Priority | Description | Examples |
P1 (Critical) | A major system outage or critical functionality is unavailable, affecting multiple users or preventing business operations. | • System unavailable |
P2 (Major) | A key feature or business process is significantly impacted, with no reasonable workaround available. | • Unable to process invoices |
P3 (Moderate) | An issue affecting a single user or a non-critical function. Business operations can generally continue. | • One user unable to access the system |
P4 (Limited) | General questions, cosmetic issues, or low-impact requests that do not significantly affect business operations. | • “How do I…” questions |
Important notes
Priority is based on business impact, not submission order.
Raising multiple interactions for the same query will not increase priority.
If additional information changes the impact of a query, the priority may be reviewed and updated by our Support team.
Providing detailed information, screenshots, error messages, and affected user examples can help us assess and resolve queries faster.
Tips for faster support
When raising a support request, please include:
A clear description of the issue.
Steps to reproduce what you're experiencing.
Screenshots or error messages.
The number of users affected.
Whether there is a workaround available.
The urgency or business impact.
This helps us triage your request accurately and get the right team involved as quickly as possible.
To find out more on how to contact support and navigate the Digital Assistant, click here.