support:ticket_priority_and_escalation_matrix
Ticket Priority and Escalation Matrix
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 |
support/ticket_priority_and_escalation_matrix.txt · Last modified: by admin