Sample document for TicketChat testing. Not an official policy.
Response and resolution targets per ticket priority, matching the Vtiger ticket priorities Urgent, High, Normal and Low.
| priority | example | first response target | resolution target | escalate after | escalate to |
|---|---|---|---|---|---|
| Urgent | Online orders not reaching POS at several stores; checkout outage | 15 minutes | 4 hours | 30 minutes without an owner | WD support lead and on-call engineer |
| High | Hot-shot late with customer waiting; store cannot process returns | 1 hour | 1 business day | 4 hours | Support group lead |
| Normal | Warranty claim question; statement total query; pricing upload rejected | 4 business hours | 3 business days | 2 business days | Support group lead |
| Low | Invoice print layout; report formatting; how-to questions | 1 business day | 10 business days | 5 business days | None |