What priority should I choose when submitting a support ticket?
Guidance on selecting the correct priority when submitting a ticket via the WISE Group customer portal.
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 not sure which priority to choose, please 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
Please choose the priority that best reflects the business or operational impact of the issue.
Low
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Minor issue, general question, or request for information
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No operational impact
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Workarounds are available, or the issue is non-urgent
Examples: documentation questions, report requests, cosmetic issues.
Medium (default)
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Standard support issue affecting normal operation
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System remains operational
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No immediate safety or critical impact
Examples: incorrect data readings, configuration issues, degraded but usable functionality.
High
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Significant operational impact
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Limited or no acceptable workaround
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Critical workflows are affected, but the system is not completely unavailable
Examples: loss of key functionality, repeated system errors impacting operations.
Urgent
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System unavailable or unusable
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Safety-critical or compliance-related impact
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Immediate attention required
Examples: system outage, safety systems not functioning as intended.
What if I choose the wrong priority?
Do not worry if you are unsure.
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All tickets are reviewed by the WISE Group support team
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We may adjust the priority internally if needed
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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.