Priorities, Response Times and Ratings

You set a priority when you open a ticket, and we adjust it if the content clearly calls for it. A service that is down outranks a question about an invoice, whatever labels are attached.

Use the high priority honestly: if everything is urgent, nothing is, and it stops being a useful signal.

Tickets are worked in order of severity and age. Outages come first, then things that block you from using a service, then questions and requests.

The fastest ticket is one that needs no clarifying question, which comes back to what you put in the first message.

When a ticket is resolved you can rate how it went. It is short and it is read.

If something was handled badly, say so there — a bad rating with a sentence explaining it is far more useful to us than a good rating given out of politeness.