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We prioritize support tickets based on business impact and urgency. The issue may be treated differently depending on your use case, timing, and scope of impact. For example:
  • A temporary sync delay may be low impact in one workflow, but business-critical in another.
  • A minor data issue could affect a single user or scale across hundreds of employees.
  • A request may be low urgency today, but critical if tied to an upcoming go-live.
We encourage you to select the priority that best reflects the impact on your business, using the guidelines below. While priority is primarily driven by your reported impact, we also consider:
  • Scope of impact
  • Type of issue (tool-wide, environment-specific, or isolated)
  • Customer commitments and contractual agreements
This ensures we respond effectively to issues that may have broader system-wide implications. This means that our Support team will review the priority selected and we may also reclassify tickets to ensure consistent prioritization across all customers.

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Priority Levels

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P0 – Urgent (Critical Business Impact)

Only use this when your business operations are critically blocked or at risk. This will trigger an alert to our Engineer on-call so we can provide a first response as quickly as possible.
  • Complete loss of production service or core functionality and no workaround available
  • Significant business impact (e.g. revenue loss, operational halt, failed go-live)
  • Multiple Integrations/Connections impacted
  • Critical integrations are unavailable or failing
  • Time-sensitive situations where delays are unacceptable (e.g. imminent go-live or deadline)

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P1 – High (Significant Impact)

Use this when functionality is seriously degraded, but operations can continue in a limited way.
  • Core functionality is impaired
  • Key features are unreliable or partially failing
  • Important Integrations/Connections or key workflows are affected
  • Workarounds exist but are not sustainable
  • Risk of escalation or missed deadlines if not resolved quickly

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P2 – Medium (Moderate Impact)

Use this when the issue affects non-critical functionality or has a manageable workaround.
  • Partial loss of functionality
  • Limited impact on workflows or users
  • Workarounds allow business operations to continue
  • No immediate deadline pressure

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P3 – Low (Minimal Impact / Requests)

Use this for minor issues, general questions, or feature requests.
  • No meaningful impact on business operations
  • Cosmetic issues or usability improvements
  • Feature Requests
  • “How-to” questions
If you’re unsure which priority to select, we recommend choosing the lower priority and providing additional context. Our team will review and adjust as needed.