Ticket Priorities & Response Times

Table of Contents

• Introduction
• Priority Levels
• Response Times

✏️Introduction

When you contact our helpdesk for support, it’s important to know how we prioritise your request and what response times you can expect. This guide explains how ticket priorities are assigned based on the urgency and impact of the issue, and outlines the response and resolution times in line with our service level agreement (SLA). Understanding these guidelines will help ensure that your queries are managed as efficiently as possible. SLAs

📊Priority Levels

When raising anything to the helpdesk, your ticket will be assigned with one of the following priority levels. P1(Urgent), P2(High) or P3(Normal). 

The priority assigned to your ticket will be determined based on the impact it will cause. 

The service is considered Unavailable if one or more of the following is true until the problem has been resolved or a workaround provided:

- No job seekers or recruiters can register
- No one can apply for a job
- No user, admin user, recruiter or job seeker can log in
- No user or admin user can post a job (as applicable)

⏰ Response Times

Each priority level comes with its own response & resolution target times. 

All response times will be measured from receipt of issue notification through the correct channels.

(‼️Important: daylight savings apply to the time ranges).