Tickets have four priority levels. For all priority levels, our goal is to respond and resolve as soon as possible, but the guide below will define each priority level.
The default priority is "Normal."
Regardless of the initial priority level, after an agent responds to a ticket with a resolution, question, etc., if there is no response back from the requester after 24 hours, the priority will automatically be set to "Low."
Support agents may change priority levels at their discretion.
If a ticket is open with no response from the requester after 72 hours, the issue will be assumed resolved, and the ticket will be closed automatically. If the issue was not resolved, users can re-open the ticket.
Urgent
An agent will respond to your ticket as soon as possible, within 1 business hour of receipt, and the issue will be resolved under 4 business hours.
If an urgent ticket is submitted outside of MPI Global business hours, you will receive a response within 1 hour of 8:30am CST when business resumes.
High
An agent will respond as soon as possible, and the issue will be resolved in under 6 hours.
Normal
This is the default, pre-selected priority level. An agent will respond as soon as possible, and the issue will be resolved within 24 hours.
Low
An agent will respond within 2 days, and the issue will be resolved within 7 days.
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