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=== Ticket Priorities and Alerts===
=== Ticket priorities and our response times===
Below are the list of priorities which are found under the '''"Status & Schedule"''' section of the ticket. Each priority determines the sense of urgency in resolving a ticket.
Below are the list of priorities which are found under the '''"Status & Schedule"''' section of the ticket. Each priority determines the sense of urgency in resolving a ticket. We may change the priority you put on a ticket
{| class="wikitable"
{| class="wikitable"
|
| colspan="6" rowspan="1" |'''Automated'''
| colspan="2" rowspan="1" |'''Manual'''
|-
|-
!'''Priority'''
!'''Priority'''
!'''Default Due Date'''
!'''Default Due Date'''
!'''Alert Level'''
!We will assign the ticket within...
!'''Not Assigned'''
!We will be in touch within...
!'''Not Updated'''
!'''Not Completed'''
!'''Alert Repeat Interval'''
!'''Reponse after Client note'''
!'''How often do you update ticket?'''
|-
|-
! rowspan="3" |'''Low'''
!'''Low'''
| rowspan="3" |3 months
|3 months
|1
|one day
|1 day
|one week
|1 month (before due)
|1 week (before due)
| rowspan="3" |5 days
| rowspan="3" |1 day
| rowspan="3" |2 weeks
|-
|-
|2
!'''Medium'''
|1 day
|5 days
|2 weeks (before due)
|one hour
|due date
|one day
|-
|-
|3
!'''High'''
|1 day
|1 day
|1 weeks (before due)
|half hour
|1 week (after due)
|half hour
|-
! rowspan="3" |'''Medium'''
| rowspan="3" |5 days
|1
|1 hour
|1 day (after created)
|1 day (before due)
| rowspan="3" |1 day
| rowspan="3" |4 hours
| rowspan="3" |3 days
|-
|2
|2 hours
|2 days (after created)
|due date
|-
|3
|3 hours
|3 days (after created)
|1 day (after due)
|-
! rowspan="3" |'''High'''
| rowspan="3" |1 day
|1
|30 mins
|30 mins (after created)
|1 hour (before due)
| rowspan="3" |1 hour
| rowspan="3" |1 hour
| rowspan="3" |Discretion
|-
|2
|1 hour
|1 hour (after created)
|due date
|-
|3
|1.5 hours
|1.5 hours (after created)
|1 hour (after due)
|-
! rowspan="3" |'''Critical'''
| rowspan="3" |5 mins
|1
|1 mins
|5 mins (after created)
|1 min (before due)
| rowspan="3" |15 mins
| rowspan="3" |Discretion
| rowspan="3" |Discretion
|-
|2
|2 mins
|5 mins (after created)
|due date
|-
|-
|3
!'''Critical'''
|3 mins
|5 mins
|5 mins (after created)
|a minute or so
|5 min (after due)
|5 minutes
|}
|}
;
;
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