LULA Safe Customer Support
Priority Level Categorization
The priority level of a ticket you submit is used to determine what your response time will be.
- PRIORITY 1, BUSINESS CRITICAL: Those applications that are in production will have this status. This is applicable when a complete loss of service or a critical feature that is unavailable with no feasible workarounds. This status is not applicable for development issues or staging environment issues.
- PRIORITY 2, DEGRADED SERVICE: This is applicable for intermittent occuring issues and degraded quality of service. In addition, this will apply if a workaround exists for business continuity. Does not include development issues or problems in staging environments.
- PRIORITY 3, GENERAL ISSUE: Includes product questions, feature requests and development issues.