Priority levels help route and resolve issues based on urgency and impact.
Priority level
Classification
Description
P1
Business critical
This status is for production applications only. It indicates a total or near-total loss of service, or a major feature being completely unavailable, with no workaround available. It does not cover development issues, staging environment problems, or issues limited to a small number of devices.
P2
Degraded service
Covers intermittent connectivity or performance issues affecting a meaningful portion of your deployment. A workaround may be available, but the impact remains significant. It does not include development issues or staging environment problems.
P3
Limited issue
Covers isolated or lower-impact issues affecting a small portion of your deployment, typically with a workaround available. May also include billing or account questions that affect active service.
P4
General inquiry
Covers product questions, feature requests, general account or billing inquiries, and other non-urgent requests that don’t affect service.
Note: Premium Support plans include priority handling. See Support plans on the website for details.
