When opening a regular ticket (not Emergency) you can assign a priority level to the issue to specify the order in which you would like your inquiry to be processed:

• High: the issue should be addressed asap,
• Medium: not that urgent, but a faster reply is preferred,
• Low: you agree to wait the guaranteed turnaround time - 24 hours.

You can change the priority level while the ticket is in progress (open 'ticket properties' and select another option from the 'Priority' drop-down).

Your tickets are graded and processed by our staff according to the assigned priority levels.

NOTE: in order to prevent the misuse of the High priority level we put the following restriction on the system. The more High tickets you open the lower priority your account has. That is, if you choose to assign the High level to all your tickets the actual average priority level of your account will be Medium. On the other hand, if most of your tickets are 'Low' the average priority level for your account will be higher. When you are in need of urgent assistance you will always be able to change the ticket level to High or Medium and to have it processed asap.