✅ Urgent
Production-stopping issues or time-sensitive
Examples:
Entire system is down
Critical business process blocked
Bug/issues impacting multiple users and preventing use of the platform or an allowance
Payroll reports
Fraudulent activity on a card
Use Urgent only for true emergencies that need resolution within the same day.
⚠️ High
Severe functional degradation. Workarounds are limited or inefficient.
Examples:
Key modules or processes malfunctioning
Bugs impacting multiple users but not impacting enrolment
Appropriate for high-impact issues that do not completely halt operations.
⏳ Medium
Moderate issues with a reasonable workaround.
Examples:
Feature is partially broken
One or a few users affected
Retroactive enrolment modification
This is the default priority for most tickets unless escalation is clearly warranted.
🐢 Low
Non-production or cosmetic issues.
Examples:
UI improvements
General questions or documentation requests
Minor bugs with no impact
Use for requests that can wait without affecting users or operations.
If you're unsure, start with Medium, and our Support Team will adjust if necessary.