Priority Levels: P1 to P4 Explained
When you raise a support ticket, the first thing we do is assign it a priority. This decides how quickly we respond and in what order issues are tackled, making sure the most serious problems are dealt with first.
Understanding the levels helps you flag genuine emergencies clearly when they happen.
Why Triage Is Fair
Assigning priorities is not about valuing one client over another. It is about making sure the issues that cause the most harm — to you and to other clients — are tackled first.
A consistent system means a genuine emergency always jumps the queue ahead of a cosmetic tweak, no matter who raised which.
- Impact is judged objectively, not by volume.
- Emergencies always take precedence.
- Routine requests are scheduled fairly.
- Everyone benefits from a predictable system.
How Priority Is Decided
Priority reflects business impact, not how annoying an issue feels. A typo is irritating but rarely urgent; a down checkout costs money every minute.
| Level | Meaning | Example |
|---|---|---|
| P1 | Critical – site or core function down | Checkout completely broken |
| P2 | High – major feature impaired | Contact form not sending |
| P3 | Medium – minor issue, workaround exists | A page displays incorrectly on mobile |
| P4 | Low – cosmetic or request | Update some text on a page |
Frequently Asked Questions
Can I set the priority myself?
You can tell us how urgent it feels, and we confirm the level based on the agreed definitions so the response is fair to all clients.
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.