What priority should I choose when submitting a support ticket?

Which priority should I choose?

When submitting a support ticket through the WISE Group customer portal, you will be asked to select a priority.

If you are unsure which priority to choose, leave it set to Medium.

Medium is the default priority for tickets submitted via the portal and is suitable for most support requests.

Priority levels explained

Choose the priority that best reflects the business or operational impact of your issue.

Low

• Minor issue, general question, or request for information

• No operational impact

• Workarounds are available, or the issue is non-urgent

Examples: documentation questions, report requests, cosmetic issues.

Medium (default)

• Standard support issue affecting normal operation

• System remains operational

• No immediate safety or critical impact

Examples: incorrect data readings, configuration issues, degraded but usable functionality.

High

• Significant operational impact

• Limited or no acceptable workaround

• Critical workflows are affected, but the system is not completely unavailable

Examples: loss of key functionality, repeated system errors impacting operations, inability to complete critical business processes.

Urgent

• System unavailable or unusable

• Safety-critical or compliance-related impact

• Immediate attention required

Examples: full system outage, safety systems not functioning as intended, complete loss of access to the platform.

What if I choose the wrong priority?

Don't worry if you select the wrong priority.

• All tickets are reviewed by the WISE Group support team

• We may adjust the priority internally if needed

• It is more important to clearly describe the issue and its impact than to select the perfect priority

• If you are unsure, leave the priority set to Medium and describe the impact in the ticket.