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Support Guide

Quick Status Guide

Status Description
New Ticket has been created but not yet reviewed by staff
In Progress We've assigned someone and started triaging
Awaiting customer Additional information is needed from you
Resolved Your issue has been resolved
On Hold We will revisit this ticket in the future
Canceled The issue self-resolved or customer changed their mind

Priority Levels

Priority Description Target Response Time
★
Lowest - General inquiries, minor issues Within 48 hours
★★
Low - Non-urgent issues, information requests Within 24 hours
★★★
Medium - Standard priority issues Within 12 hours
★★★★
High - Urgent issues affecting productivity Within 4 hours
★★★★★
Highest - Critical issues affecting operations Within 1 hour