What priority should I choose when submitting a support ticket?

Which priority should I choose?

If you are unsure which priority to choose when submitting a support ticket through the WISE Group customer portal, leave it set to Medium. Medium is the default priority 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

• High

  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?

If you select the wrong priority, the WISE Group support team will review and adjust it as required. The most important thing is to clearly describe the issue and its impact.

• Response times may vary depending on the priority assigned to your ticket — see your service level agreement (SLA) for details.

• 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