How Do You Prioritize Support Tickets?

How We Prioritize Support Tickets

To ensure we address your requests efficiently and fairly, we prioritize support tickets based on their urgency and their impact on your ability to perform essential tasks. This document explains the factors we use to determine ticket priority and what you can expect based on the priority assigned to your request.

How We Determine Priority

We assign a priority level to each ticket based on two main factors:

• Urgency: How critical the issue is to your immediate needs.
• Impact: The number of people or systems affected by the issue.

Using these factors, we categorize tickets into four priority levels: Urgent, High, Normal, and Low. Below is a breakdown of what each level means and examples of the issues that might fall in each category.

Priority Levels

1. Urgent

Definition: The issue is critical and must be resolved immediately as it is preventing essential operations or activities.

Examples:

• System-wide outages (e.g., internet down).
• Critical classroom technology failures during instruction.
• Security breaches or potential data loss.

Expected Response: First reply within 1–2 hours. Resolution within 4–8 hours.

2. High

Definition: The issue is significant but does not prevent essential operations or activities. It requires attention within the same business day.

Examples:

• A teacher's device malfunctioning but not during class time.
• Multiple users unable to access non-critical software.
• Classroom projector setup issues (non-urgent).

Expected Response: First reply within 2–4 hours. Resolution within 1 business day.

3. Normal

Definition: The issue affects one person or a small group but does not impede critical operations. These tickets are addressed in the order they are received.

Examples:

• Password resets for non-urgent accounts.
• Request for software installations.
• General inquiries or minor technical issues.

Expected Response: First reply within 4–8 hours. Resolution within 2–3 business days.

4. Low

Definition: The issue is not time-sensitive and does not affect productivity. These requests are addressed after higher-priority tickets.

Examples:

• General information or advice requests.
• Routine maintenance or non-urgent upgrades.
• Feedback or suggestions.

Expected Response: First reply within 1 business day. Resolution within 5 business days.

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What About Projects?

Occasionally, a ticket you submit may be determined to be a project rather than a standard support request. Projects differ from typical support issues because they require more extensive planning, resources, and time to complete. As such, they are not subject to the SLAs outlined in this document.

What Qualifies as a Project?

Projects typically involve:

• Requests that require multiple steps or phases to complete.
• Tasks that involve significant resource allocation or coordination across teams.
• Initiatives with a longer timeline or strategic focus.

Examples of Projects

• Deploying a new software system district-wide.
• Upgrading the network infrastructure for all schools.
• Installing new classroom technology (e.g., interactive whiteboards or lab equipment).
• Developing a custom reporting tool or dashboard.
• Planning and executing a district-wide training program for new tools or processes.

How Are Projects Handled?

When a ticket is identified as a project, it will be moved into our project management system. The assigned team will:

• Develop a project plan, including timelines, milestones, and deliverables.
• Communicate the plan with you and other stakeholders.
• Provide regular updates on the project’s progress.

While projects don’t follow standard SLAs, we ensure they are handled with the same level of professionalism and dedication as any other request.

What Should I Do If My Ticket Becomes a Project?

If your ticket is converted into a project, you will be notified. Our team will provide you with the next steps, including a point of contact and an estimated timeline for the project’s completion.

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How You Can Help

To help us prioritize your request effectively, please provide the following details when submitting a ticket:

• A clear description of the issue: Include as much detail as possible 
  • What you were doing when the issue occurred
  • Did you see error messages (attach screenshots)
  • Provide any steps that we may need to try and recreate
• Indicate the urgency: Let us know if this is a time-sensitive issue affecting critical tasks.
• Attach supporting files: Screenshots, logs, or other documentation can help us diagnose and resolve the problem faster.

Questions or Concerns?

If you have questions about how your ticket was prioritized or need to escalate an issue, please contact our support team through the Help Center.