Data Mammoth uses a priority-based support system to ensure the most critical issues receive the fastest attention. Understanding how priorities work helps you set the right urgency level when submitting a ticket and know what response times to expect.
Priority Levels
When you submit a support ticket, you select a priority level that reflects the urgency and impact of your issue:
Low Priority
Use for: General questions, feature requests, non-urgent account inquiries, documentation feedback.
Examples:
- "How do I change my billing cycle from monthly to annual?"
- "Can you add a new data center region?"
- "I'd like to learn more about your reseller program."
Medium Priority
Use for: Issues affecting a non-critical service or feature, minor bugs, questions that need a timely answer.
Examples:
- "I cannot find the option to add labels to my server."
- "My monitoring dashboard is showing stale data."
- "Email notifications for invoices are not arriving."
High Priority
Use for: Issues affecting a production service with limited or partial impact, performance degradation, or problems that will escalate if not addressed.
Examples:
- "My server is running very slowly — response times are 5x normal."
- "SSL certificate renewal failed and my site shows a security warning."
- "One of my two web servers is down, but the other is handling traffic."
Critical Priority
Use for: Complete service outages, data loss or corruption risk, security breaches, or situations where business operations are halted.
Examples:
- "My server is completely unresponsive — cannot connect via SSH or console."
- "I suspect my server has been compromised — unauthorized processes running."
- "Database corruption — data loss in progress."
Service Level Agreement (SLA)
Our SLA defines the target response times for each priority level:
| Priority | First Response Time | Update Frequency |
|---|---|---|
| Critical | Within 1 hour | Every 2 hours until resolved |
| High | Within 4 hours | Every 8 hours until resolved |
| Medium | Within 12 hours | Every 24 hours until resolved |
| Low | Within 24 hours | As needed |
Important Notes About SLA
- Response time is the time until our first substantive reply — not the time to full resolution. Complex issues may take longer to resolve.
- Business hours may affect response times for lower-priority tickets. Critical and high-priority tickets are monitored around the clock.
- SLA applies to support tickets submitted through the dashboard. Other channels (email, social media) may not have the same guarantees.
- Custom SLAs may be available for enterprise customers with dedicated support agreements.
How Priority Affects Ticket Handling
Routing
- Critical and High tickets are immediately escalated to senior engineers.
- Medium tickets are handled by the general support team.
- Low tickets are addressed in order of receipt during normal business hours.
Escalation
If a ticket is not resolved within the expected timeframe:
You can also request manual escalation by replying to your ticket with additional context about the urgency.
Choosing the Right Priority
Selecting the correct priority ensures your issue gets the right level of attention. Over-prioritizing non-urgent issues can delay responses for genuinely critical problems across the support queue.
Guidelines
- Is production down? → Critical
- Is production degraded? → High
- Is a feature not working? → Medium
- Is it a question or request? → Low
Improving Your Resolution Time
Regardless of priority, these practices lead to faster resolutions:
What to Do Next
- How to Submit a Support Ticket — Create a well-structured ticket.
- Checking Your Ticket Status — Track your open tickets.
- All Ways to Contact Support — Explore all support channels.
- Providing Feedback on Support — Rate your support experience.