Help Us Help You: Understanding Support Priority Levels

We want to help you get the fastest resolution for your support requests by ensuring they’re assigned the right priority level. To help us route support requests quickly, please choose the most accurate priority when submitting a request.

Here’s a quick guide to our priority system and when to use each level.

Priority 0	Highest Critical Production Impact	Cyclr Service is unavailable for all users or affected by confirmed/suspected catastrophic data loss, corruption, or security breach. Essential Cyclr Service functionality is completely unavailable (e.g. a Connector becoming fully inoperable) for one or more customers.
Priority 1	High Significant Service Impact	Essential Cyclr Service functionality is significantly limited or impacting multiple customers, with no reasonable alternative.
Priority 2	Medium Operational Impact	Requests or questions in support of regular operations. Cyclr Service is available with certain functions operating at reduced efficiency or requiring a workaround.
Priority 3	Low General Enquiries	Requests or questions with no immediate impact to regular operations.

Why This Matters

Assigning the correct priority helps us:
● Route your ticket to the right team immediately
● Meet your expectations for response time
● Ensure critical issues get the urgent attention they need

If you’re unsure which priority to choose, select Priority 2. Our team will review it and adjust the priority if needed, and we’ll keep you informed.

As always, our support team is here to help. Please don’t hesitate to get in touch if you have any questions about this guidance.

Why This Matters

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