We use the following definitions for a support ticket's Priority Levels:
- Priority 1: Business critical. Only available for production applications. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in staging environments.
- Priority 2: Degraded service. Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
- Priority 3: General issue. Includes product questions, feature requests and development issues.
RavenHQ reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect.
If you need to submit a Business Critical issue outside of business hours, please use our support web portal.