Product Support Request
Tier list and examples
Please note that medium and high priority items fluctuate depending on the time of the month. For example, “Unable to edit pricing” would be a medium priority after the 7th when the shops are “closed” but would be a high priority if it were between the 1st – 7th.
After the 7th, only staff/admin issues or system-wide errors qualify for High or Critical status.
Low Priority
Non-urgent visual or content tweaks.
Examples
– Spacing/padding
– Font or colour changes
– Image swaps
– Minor text edits
Response Time: Within 24 Hours
Estimated Resolution: Scheduled / Based on capacity
Medium Priority
Functional issues – Not effecting the user.
Examples
– Broken links
– Button not working
– Forms not redirecting
– Can’t edit a product
– Can’t update pricing
– Unable to upload images
– Product not saving changes
– reports not working
Response Time: Within 24 Hours
Estimated Resolution: Scheduled / Based on capacity
High Priority (1st - 7th)
Key features broken but site is still accessible
Examples
– Checkout problems
– Login errors
– Forms not submitting
– Payment not processing correctly
– Admin section inaccessible
– Can’t update pricing
– Unable to upload images
– Product not saving changes
Critical Priority
Site is down or major security issue
Examples
– Full site outage
– SSL issues
– Security breach
– Payment gateway failure
Estimated Turn Around Times
Priority | Response Time | Estimated Resolution Time |
|---|---|---|
Low Priority | Within 24 Hours | As scheduled (Based on capacity) |
Medium Priority | 8 Hours (Same day) | 24-48 hours (Longer if more complex) |
High Priority | 4 Hours | 8 – 12 hours (Longer if more complex) |
Critical Priority | 2 Hours | 2 – 6 Hours (Longer if more complex) |