The speed of our support team’s response time depends on the priority level of your ticket and your support plan. This priority level can be changed by the agent based on how the issue impacts your business.
The table below provides support levels you can expect according to the ticket priority, issue status, and support plan you are on.
SUPPORT PLAN
| Ticket Priority | Issue Status | Wave Running | Flex | Premier |
| 1 | Business Critical | Within 4 business hours | Within 2 hour (24×7) | Within 2 hour (24×7) |
| 2 | Degraded Service | Within 4 business hours | Within 2 business hours | Within 2 business hours |
| 3 | General Issue | Within 8 business hours | Within 4 business hours | Within 4 business hours |
PRIORITY LEVELS
The priority level of the submitted ticket is used to determine the response time guarantee.
| Priority 1 | BUSINESS CRITICAL: Only available for production services. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include deployment, development or setup issues or problems in staging environments. | Priority 2 | DEGRADED SERVICE: Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include deployment, development or setup issues or problems in staging environments. |
| Priority 3 | GENERAL ISSUE: Includes product questions, feature requests and other ticket requests.
Note that Circuit ID reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Re-classifications are almost exclusively used in situations where a ticket is submitted as Priority 1, but the situation contradicts the Priority 1 definition – usually a non-production setup issue, or how-to question. Circuit ID team members may also increase the priority level if the situation is deemed to be more urgent than originally reported. If you do not choose a priority level when you create a ticket, the ticket will default to Priority 3. |
