* Our business hours cover Monday through Friday, 09:00 am to 05:00 pm Central European Time, excluding major holidays
** Our Guaranteed Response Times are not covered for questions about developer preview and beta products
The priority level of a ticket you submit is used to determine what your response time will be.
- Ticket Priority 1, BUSINESS CRITICAL: This status only applies to applications that are in production. It represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in staging environments.
- Ticket Priority 2, DEGRADED SERVICE: Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
- Ticket Priority 3, GENERAL ISSUE: Includes product questions, feature requests and development issues.
You can set the business impact of a ticket when submitting via our Help center web form in CloudTalk admin (requires login). However, CloudTalk reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications are almost exclusively used in situations where a ticket is submitted as Priority 1, but the situation contradicts the Priority 1 definition – usually a non-production setup issue, or how-to question. CloudTalk team members may also increase the priority level if the situation is deemed to be more urgent than originally reported. If you do not choose a priority level when you create a ticket, the ticket will default to Priority 3.