> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kombo.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# How do we prioritize Support Requests?

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.

## Priority Levels

### 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)

### 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

### 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

### 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.