At Orderful, we use clearly defined ticket priorities to ensure that your support needs are addressed appropriately and efficiently. Below is an overview of how we classify ticket priorities, expected response times, and example use cases.
📅 Support Business Hours
Monday – Friday, 5:00 AM to 5:00 PM Pacific Time
🏷️ Ticket Prioritization and Response Times
Priority | Standard Support (included) | Managed Services |
Urgent | 6 hours | 2 hours |
High | 8 hours | 4 hours |
Medium | 10 hours | 6 hours |
Low | 24 hours | 8 hours |
⚠️ Orderful reserves the right to reclassify the priority level of a ticket if the selected classification does not align with the issue’s impact.
📌 If no priority is set by the customer, the ticket will default to Low priority.
🧾 Priority Definitions and Examples
🔴 Urgent
Major business disruption
• Connectivity failure with a trading partner, resulting in document failures.
• Multiple critical document failures (e.g., 856 or 850) to a single trading partner.
🟠 High
Business disruption with available workarounds
• A critical document (e.g., 856 or 850) is missing or contains errors.
• Multiple non-critical documents fail due to a rules-engine or guideline bug.
🟡 Medium
Non-critical document issues
• Missing or incorrect non-business-critical documents.
• Trading partner has requested a guideline change.
🟢 Low
General inquiries or non-urgent tasks
• General support questions or training requests.
• Connectivity migration assistance.