Assigning the correct priority to each request received by Syneto Customer Support is usually a simple operation, but of great importance.

A quality classification of requests, based on the real situation and needs, allows the customer to receive the correct support from the most suitable staff and to avoid slowdowns due to the revision of the type of priority.

Each support request can be opened by choosing between 4 different priorities:

P4 Low: Inquiries about features, processes and procedures, such as product documentation and general questions.

P3 Medium: Occasional, non-blocking errors, and need to reproduce the effects, which have no impact on productivity.

P2 High: Problems that cause instability in production systems and general repercussions on business productivity.

P1 Urgent: Systems unavailable and fully interrupted productivity. Immediate analysis and resolution is needed in order to restore operations.

NOTE: The correct priority level for determining the first response time of each individual request is subject to verification by Syneto Customer Support and may vary according to subsequent checks and evaluations.