The first-response target on your ticket depends on the priority you chose when filing. Priorities are user-picked (with a category default) and the target is frozen at ticket create — later admin re-prioritisation does not shorten the target retroactively.
Targets
| Priority | Meaning | First-response target |
|---|---|---|
| Urgent | Data at risk / can't work | 1 hour |
| High | Blocking me | 4 hours |
| Normal | Needs a response | 1 business day |
| Low | Question / no urgency | 3 business days |
"Business day" is IST 09:00–19:00, Mon–Fri.
How to pick
- Urgent — you literally can't sign in, publishing is silently dropping paid campaigns, or you see suspicious charges. Urgent pages us out-of-band (email + optional WhatsApp) so we see it fast.
- High — feature is broken in a way that blocks your day but you have workarounds ("I can't reconnect Instagram, but I can still publish elsewhere").
- Normal — the app is working; you need help or clarification.
- Low — feature request, curiosity question, "someday would be nice."
Please don't file everything as Urgent. We honour the SLA rigorously, and the escalation channel (WhatsApp to our on-call phone) only stays useful if Urgent means Urgent.
After first response
Once we reply the SLA is met. Subsequent turnaround on the same ticket is best-effort — usually the same day for Urgent/High, next business day for Normal/Low. Reply-with-attachment on your thread is the fastest way to keep momentum.
What if we miss?
If we blow the SLA, the ticket auto-escalates one priority notch (Low→Normal→High→Urgent, capped) and pages us again. You don't need to file a second ticket — the system does it for you.