Case Priorities
How to choose the right priority for your support case and what response times to expect.
Priority levels
Choosing the right priority helps route your case to the correct queue and sets accurate expectations for response time.
| Priority | When to use | Example |
|---|---|---|
| Critical | Production is completely down or severely impacted. No workaround available. | All API requests failing; major data loss in progress |
| High | Significant business impact; partial degradation with no workaround. | Core feature unavailable for a subset of users |
| Medium | Moderate impact; workaround exists but is inconvenient. | Slow API responses during peak hours |
| Low | Minimal impact; cosmetic issues, how-to questions, or future planning. | Question about configuring a new service |
Response time SLAs
Response times are measured from when the case is opened to when an engineer first responds.
Starter
| Priority | First response |
|---|---|
| Critical | 8 business hours |
| High | 2 business days |
| Medium | 5 business days |
| Low | Best effort |
Professional
| Priority | First response |
|---|---|
| Critical | 4 business hours |
| High | 1 business day |
| Medium | 3 business days |
| Low | 5 business days |
Business
| Priority | First response |
|---|---|
| Critical | 1 hour (24/7) |
| High | 4 business hours |
| Medium | 1 business day |
| Low | 3 business days |
Enterprise
| Priority | First response |
|---|---|
| Critical | 15 minutes (24/7) |
| High | 1 hour (24/7) |
| Medium | 4 business hours |
| Low | 1 business day |
"Business hours" means 9am–6pm UTC, Monday–Friday, excluding Aezona-observed holidays. Plans that include 24/7 coverage respond outside these hours for Critical and High priority cases.
Choosing the right priority
Don't over-prioritise
Setting all cases to Critical dilutes the queue and can delay genuinely urgent issues for other customers. Please choose the priority that honestly reflects business impact.
Ask yourself these questions:
- Is production completely down? → Critical
- Are customers actively affected with no workaround? → High
- Can I work around the issue, even if it's painful? → Medium
- Is this a question, feature request, or low-impact bug? → Low
Priority upgrades
If your situation changes after opening a case — for example, a Medium issue escalates to a full outage — reply to the case and clearly state that you need to escalate the priority. An engineer will re-triage within one business hour.
Enterprise customers can also call the dedicated Enterprise support line for immediate escalation.