Customer Support Priority Levels
The SHS Support ticketing system allows customers to choose a business impact (High, Medium, Low) when creating a Support ticket. It's helpful for Support staff to know how customers feel the issue is impacting their business. The business impact options are described in the table below.
NOTE: The priority of a ticket is ultimately determined by the Customer Support Team using the following guidelines.
The following table details our priority levels and promised response times.
Customer Support for priority levels 2, 3, and 4 is not available on SAFE Health Systems U.S. observed holidays.
Priority level adjustments
The priority level that a customer selects when submitting a ticket is subject to adjustment by Customer Support staff upon evaluating the case. For example, if a case reporting a typo on a page is marked as High priority, a member of the Customer Support Team might downgrade the case to Low priority (unless a reasonable justification is provided) because the issue does not impact functionality.
NOTE: If the priority level of your case is downgraded, a Customer Support Specialist will notify you of the reason.