Knowledgebase
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.
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