Urgent tickets are defined as those that affect critical business processes (click here for a list of guidelines).
You can mark a support ticket as urgent in the support portal ticket web form, or by including “#Urgent” in the subject of your email to support@catchpoint.com. You can also change the priority of a ticket to Urgent by including "#Urgent" in the body when replying to existing tickets. The Catchpoint Support team will do its best to respond to any such issues within 30 minutes. While we will always try to accommodate requests denoted as urgent, we do reserve the right to downgrade priority based on the guidelines set in the aforementioned article. A detailed explanation of each ticket priority level can be found here.