Me again! We’ve just shipped Impact Levels to help you indicate the urgency and severity of your support request or escalate an existing ticket. Available now for Premium Support organizations through the support portal, Impact Levels give you greater control over how we approach your tickets.
With these levels, you can clearly signal when an issue requires immediate attention, enabling our support team to prioritize your request more effectively and align with your expectations.
Note: Enterprise customers can continue to raise emergency tickets using their allocated email address or the support portal.
The three levels
General Issue
Questions, configuration help, or non-urgent technical issues that don’t impact core functionality.
Degraded Performance
Service is running but experiencing significant slowdown, partial functionality issues, or repeated errors.
Outage
Complete service disruption affecting your production environment. Critical systems are down or unusable.
How it works
New ticket
Simply choose an Impact Level from the dropdown in the new support request form:
Escalate existing ticket
Click the settings icon for any given ticket in your organization and select the Impact Level from the dropdown:
We can’t wait to see how this improves your support experience! As always, suggestions and feedback are most welcome.