When submitting a support ticket with Zentec Solutions, you'll be asked to select a priority level. This helps us organize and respond to requests based on urgency and impact.

Here’s what each priority means and when to use it:

???? Low Priority

✅ Use this for:

• General questions

• Non-urgent changes or requests

• Feature suggestions

???? Example: “Can you recommend a plugin for backups?”

???? Response time: Usually within 24 hours

???? Medium Priority (Default)

✅ Use this for:

• Issues affecting one feature or part of your service

• DNS changes, minor bugs, email setup help

???? Example: “I can’t connect my email to Gmail”

???? Response time: Typically within 12–24 hours

???? High Priority

✅ Use this for:

• Website down

• Email completely not working

• Payment or renewal issues impacting service

???? Example: “My website is offline since this morning”

???? Response time: Usually within 1–4 hours

???? Critical / Emergency (if available)

Only use if:

• A mission-critical system is down (e.g., e-commerce store, customer portal)

• You're facing a serious security breach or data loss

• There's a platform-wide failure affecting multiple services

???? Example: “We’ve been hacked — site defaced and emails compromised”

???? Response time: Immediate attention

ℹ️ Not all clients may see this level unless part of a managed or premium support plan.

???? Tips:

• Don’t overuse “High” or “Critical” priority — misuse can delay help for truly urgent cases

• Include as much detail as possible in your initial message to reduce back-and-forth

???? Still Unsure?

If you're not sure what priority to select, just describe your issue clearly — our team will triage it based on its actual urgency.