How ticket priorities are set

When a customer sends a ticket, it goes through a triage process where the support team looks into the description and sets the priority of the ticket.

Some examples of common ticket subjects for a given priority are listed below.

Please note that these are not exhaustive, and will vary from ticket to ticket.

Urgent	We cannot access circleci.com (multiple customer reports) All of our macOS builds are not running all engineers are experiencing this issue (multiple customer report)
High	I cannot access my account and cannot build Received an error on authorization
Normal	Checkout is not working and gives an error Windows SDK issue on windows executor
Low	How does the flaky test detection work We want to use CircleCI and deploy on-prem

We the response time will vary according to the Support plan that customer has. Please check our Support Plans and SLAs for more details.

Ticket priority is subject to change over the course of the ticket.

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