What priority should my issue or ticket be?

Matrix Booking defines support ticket into priorities: P1, P2, P3, and P4.

When you raise a support ticket with Matrix Booking, you’ll be asked what level of a priority the issue may be. These are defined as:

Priority	Label	Description
1	Critical	The whole system is down, no work around, major business impact.
2	High	Partial system down, workarounds available, medium to serious business impact.
3	Medium	No system down, but issue affecting 1 or more users, workarounds available, low business impact.
4	Low	General question or “how to”, advice on changes and set up, password resets and configuration changes.

Note: if the wrong priority has been selected, our Support Team will change the priority and respond according to that priority.

If a ticket or incident is raised using an incorrect priority (for example, if you’d like a feature changed regarding your set up, but P1 or P2 was selected by mistake), the Support team will change the priority as soon as the ticket is sent, and a reminder added to the ticket.

All P1 items can be raised using the following telephone numbers:

From within the UK: 0203 951 8290

From outside the UK: +44 203 951 8290

Toll free number from inside United States (USA): 1-833-886-1659

Any items that aren’t P1 should be raised using this support portal and creating a ticket as usual.