Technical Support Priority Levels (hidden)
Last updated: August 12, 2026 · Applies from September 1, 2026
We have two updates in the Technical Support portal: the priority scale now has five priority levels (see Update 1) instead of three, and three impact drop-downs have been replaced by a single Business Impact field (see Update 2).
Update 1: Five priority levels
You now choose from P1 to P5.
| Level | What it means | Example |
|---|---|---|
| P1 Critical Business-critical function unavailable | Essential operations are halted in a live environment, preventing revenue generation. | Checkout service down, no orders can be placed. |
| P2 Major Significant business function degradation | Key functions are impaired in a live environment, severely impacting revenue and the customer experience. | Payment gateway issues causing frequent transaction failure. |
| P3 Moderate Important functionality impaired | Important functions are impaired; the shop remains operational with manageable impact. | Order delegation delays, causing fulfillment issues but allowing new orders. |
| P4 Minor Non-critical functionality impaired | Non-critical functions are affected, with no direct impact on revenue or transactions. | Minor display issues in the panel dashboard, causing inconvenience but not affecting the customer-facing storefront. |
| P5 Low General technical support request | A general technical support request with no impact on operations, revenue or the customer experience. | Request for help from the technical support team. |
Where you choose each level
P1 and P2 are raised through the common Emergency flow and apply to live environments only.
P3, P4 and P5 are raised through any of the standard request types - Customer & Order Flow, Panel, Product Data, APIs or Other Support - in the Support Request.
How the new priority levels match the old logic
Please use the mapping above when choosing a level rather than the number you used before.
- A P1 is still raised through Emergency, as either P1 or P2 depending on whether the service is unavailable or degraded.
- A request you would previously have raised as P2 is now either a P3 (important functionality impaired) or a P4 (non-critical functionality is impaired).
- A request you would previously have raised as P3 is now a P5.
Update 2: One Business Impact field
User Impact, Business Impact and Frequency have been removed. In their place is a single Business Impact box you complete in your own words.
Tell us the effect on your business:
- Revenue, orders, customers or shops affected with numbers where you have them.
- Whether you have a workaround and what it costs you to run it.
- Anything that makes it time-critical a campaign or promotion date, a seasonal peak, a go-live date, or a regulatory or contractual deadline.
If you have any questions, please contact your Account Manager.