Email Address
In order to ensure tickets are prioritised correctly please submit new tickets using your official organisation email address.
Priority
High and Urgent priorities will be treated the same.
Priority Matrix
| High Impact | Medium Impact | Low Impact | |
| High Urgency | High Priority | High Priority | Medium Priority |
| Medium Urgency | High Priority | Medium Priority | Low Priority |
| Low Urgency | Medium Priority | Low Priority | Low Priority |
Response Matrix
| Priority Level | Acknowledgement and Triage | Response time | Resolution Target | Minimum Customer Communication |
| High | < 20 minutes | < 20 minutes | < 2 hours | 30 minutes |
| Medium | < 20 minutes | < 1 hour | < 5 hours | 2 hours |
| Low | Next Business Day | Next Business Day | Next Business Day | Next Business Day |