How does ticket Priority work? (With Examples)

 Tickets will be answered based on ticket priority.  There are four different priority levels.  

1. Low

Not a critical problem.  Can be answered within the next few days without delaying work. 

Examples: 

You have an upcoming deadline and want to discuss setting up print sets in Revit

A request was made to adjust graphics on a view or family but doesn't need to be updated until the next presentation in two weeks. 

Revit crashed yesterday, and you just want to make sure everything is okay.

2. Medium

Not urgent, but needs to be answered within the next 24 hours to avoid delays or lost work. 

Examples:

An upcoming design presentation tomorrow requires a new type of standard swing door family.

You are trying to set up some coordination views and are having trouble changing colors or line styles for a linked model. 

A consultant has requested access to the model on ACC.  

3. High

It's not an emergency but this issue is holding things up and needs to be resolved in hours, not days.

Examples:

You need to give someone immediate access to the model so they can begin work right away. 

There is a deadline tonight and a view filter isn't working as intended

Printing or creating PDFs isn't working (or files have errors like wrong text size)

The model has slowed down a lot and syncs are taking a long time. 

4. Urgent

This issue is critical and every minute it is not resolved the project is falling behind and people cannot do their work.  

Urgent tickets, will always receive the highest priority and will be dealt with first.  Only designate an issue as Urgent if it is preventing work from being done or is jeopardizing project success or deadlines.

Examples:

The model cannot be opened due to an error

Revit is crashing constantly or can't be opened

The model has become unworkably slow.

You need to restore a model backup or otherwise recover data from a crash.