Our support system operates using a prioritisation system. There are two types of tickets:
Prioritised tickets are added to a prioritised queue which we aim to work on first before we attend any tickets in standard queue. These tickets receive priority in our development cycle, faster responses from our support team, frequent updates on progress and will often estimates for a fix to be completed.
Un-prioritised tickets are added to our standard queue. This queue offers no guarantees as to when a ticket will be looked at or when a fix will be released and the priority of the issue is often determined internally. These tickets also receive less interaction with our support team, less frequent updates and rarely offer fix time estimates.
Non-customers using the online converter or our trial products are also able to submit un-prioritised support requests.
How to get prioritised tickets
Each of our standard licenses comes with a set number of prioritised support tickets per year along with unlimited non-prioritised tickets.
Customers have the option to purchase more prioritised support request by contacting our sales team here.