Raising a Support Ticket During Active Work
During your engagement with Progressive Robot, you may need to report an issue, ask a question, or request something outside the normal project flow. The support ticket system is the best way to do this — it creates a tracked record of your request and ensures the right person responds.
When to Raise a Ticket
- Something delivered is not working as expected
- You have found a bug or defect in work that has been completed
- You need a small change or clarification from the delivery team
- You have an urgent issue that needs immediate attention
- You have a billing query
- You want to request a formal change to scope (Change Request)
How to Raise a Ticket
- Click Support in the left-hand navigation menu
- Click + New Ticket
- Fill in the subject — be as specific as possible (e.g. "Login page returning 500 error on mobile")
- Select the priority level (see below)
- Describe the issue in detail — include screenshots, error messages, and steps to reproduce if applicable
- Click Submit
You will receive an email confirmation with your ticket reference number. Use this when communicating with the team about the issue.
Priority Levels & Response Times
| Priority | Description | First Response | Resolution Target |
|---|---|---|---|
| Critical | Production system down, data loss, security breach | 1 hour | 4 hours |
| High | Major feature unavailable, significant business impact | 4 hours | 1 business day |
| Medium | Non-critical issue, workaround available | 1 business day | 3 business days |
| Low | Minor issue, question, or general query | 2 business days | 5 business days |
Response times apply during UK business hours: Monday–Friday 09:00–17:30. Out-of-hours coverage is available under Enhanced and Enterprise SLA plans.
Escalation
If you feel a ticket is not being resolved promptly, you can escalate by:
- Replying to the ticket and marking it as an escalation
- Contacting your Account Manager directly
- Emailing [email protected]