All tickets raised in the portal will automatically be allocated a medium prority and then changed based on the severity of the problem, below is the full Priority list with details of when you should see your ticket responded to.
The priority of your ticket is displayed when you view your ticket in the portal. If the ticket is not updated within the times listed below escalation emails are sent to the helpdesk. If you still don't get an update after the times stated below please IPswitch the Helpdesk and quote the ticket number.
1. Low priority
These will be responded to within 1 day. A low priority ticket is one that has a lot of flexibility as it has a low impact on the business, for example a faulty light.
2. Medium priority
Response within 1 hour. A Medium priority ticket has a degree of flexibilty as impact at shop level is limited, For example a fault on one till
3. High Priority
Response within 30 minutes. A high priority ticket will require immediate action and escalation, due to impact on business e.g full Text display screens down.
4: Urgent Priority
Response within 30 minute Urgent tickets will require immediate escalation and attention, e.g Tills not connecting to shop server.