High Priority tickets are issues and bugs in the software which impact a large part of the organization, functionality and/or a large part of a site’s userbase. These may include issues affecting (but not necessarily blocking) use of the extension.
First Response SLA: 4 hours
Resolution SLA: 2 days
Medium Priority tickets are standard issues and bugs in the software which have a moderate impact on user experience.
First Response SLA: 8 hours
Resolution SLA: 14 days
Low Priority tickets might be comments about the software, and other issues that don’t require a response right away and do not affect the day to day operation of the extension
First Response SLA: 24 hours
Resolution SLA: 1 month