When you raise a support ticket, our team assesses and assigns a priority level to ensure your issue receives the appropriate level of attention. This article explains our priority framework — what each level means, how quickly you can expect a response, and what happens behind the scenes once your ticket is escalated.
Our priority levels at a glance
Every support ticket is assigned one of five priority levels — P1 through P4 — based on the severity and impact of the issue. These are defined by our internal team and may differ from any priority you apply directly in the service desk.
Priority | Level | Definition | Response time |
P1 | Urgent priority | A critical error or system failure that prevents payroll from being processed, payments from being made, or a deadline from being met, with no available workaround. | Within 2 business hours |
P2 | High priority | An important feature or function is not working as expected and is impacting business operations, but is not the result of a system failure. A workaround may be available. | Within 4 business hours |
P3 | Normal priority | A non-critical issue that affects some functionality but does not significantly impact day-to-day operations or require immediate resolution. | Within 8 business hours |
P4 | Low priority | An isolated, minor, or cosmetic issue, general enquiry, or feature request that does not impact core operations. | Within 3 business days |
How a ticket moves through the process
Once you raise a ticket, our Customer Success and Support team follow a structured escalation process to ensure nothing is missed and the right people are involved at each stage.
Ticket raised — You or a member of our support team raises a ticket on your behalf via the service desk.
Triage and review — Our team reviews the ticket promptly to understand the nature and impact of the issue.
Priority assigned — A priority level is applied based on the criteria above. This may differ from any priority set on the service desk.
Escalation — The ticket is escalated to the relevant engineering or product team with full context. For P1–P2 issues, wider teams are notified immediately.
Resolution — The issue is worked and resolved in line with the SLA for the assigned priority level.
How priority is determined
When assessing the right priority for your ticket, our team considers a range of factors, including:
How many clients or users are affected
Whether a workaround is available
Whether the affected function is business-critical (e.g. payroll processing)
Whether there is a broader system outage
Whether the issue is recurring
Please note: The priority we assign internally is based on our assessment of the issue's impact and urgency. It is set independently of any priority you may apply when raising your ticket via the service desk, and is intended to ensure accurate, consistent prioritisation across all clients.
Questions about your ticket's priority?
If you have any questions about how your ticket has been prioritised, or if the situation has changed since you raised it, please reach out to your Customer Success contact directly. For critical issues, do not wait for a ticket update — contact us immediately.