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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
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