- High Priority. Only available for users with Monthly Subscription or as a paid service when ordering "Emergency Server Support" or "Higher Priority Support".
- Medium Priority. A default priority level, which is set to all incoming tickets and requests.
- Low Priority. Includes product questions, feature requests and development issues.
Users who purchased "Emergency Server Support" or "Higher Priority Support" services will have their corresponding requests treated at a higher priority level.
General support requests with Medium and Low priority are handled from 02:00 to 12:00 (UTC/GMT +0.00), Monday through Saturday (see our current time).
Adding a word "Urgent" in the tickets subject does not increase a priority level, and such a ticket is to be treated as a regular, i.e. non-urgent.
Poralix reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications are almost exclusively used in situations where a ticket is submitted as High Priority, but the situation contradicts the High Priority definition - usually a non-production set-up issue, or how-to question. Poralix team members may also increase the priority level if the situation is deemed to be more urgent than originally reported.
Response time:
We typically respond to e-mail inquiries within 1 hour during normal business hours. See the link "Response Time and Resolution Time" for more details.
When a new ticket is opened while another ticket is already opened and unresolved, the Response and Resolution time count for the new ticket starts from the moment that the previous ticket was resolved.
