When to Raise a Priority Support Ticket
Knowing when an issue is genuinely urgent helps you get the fastest response and helps us focus on what matters most. A priority ticket is for problems that are actively harming your business right now, while a standard ticket suits everything else.
This guide explains which situations warrant priority treatment, what information to include, and how to reach us, so your urgent issues are dealt with quickly.
What Counts as Priority
Raise a priority ticket when the impact is immediate and significant.
- Your whole website is down for all visitors.
- Customers cannot complete payments or checkout.
- You suspect the site has been hacked.
- Email sending or receiving has stopped entirely.
What to Include
Giving us the right detail upfront speeds up the fix.
- A clear description of what is broken and when it started.
- Any error message or code, with a screenshot.
- The page address or feature affected.
- Whether it affects all visitors or only some.
How to Reach Us
Raise a priority ticket from the Support area of your client portal and mark it as urgent, or contact your account manager directly. For genuine emergencies such as an outage or a suspected hack, do not wait — we treat these as our highest priority.
Frequently Asked Questions
Will I be charged more for a priority ticket?
Priority handling relates to urgency, not cost. Where work falls under your support agreement it is covered as usual.
What if I am not sure how serious it is?
Raise the ticket and describe what you see. We will assess the severity and respond accordingly — it is always better to ask.
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.