Prioritizing Revenue-Impacting Emergencies
We monitor servers and core web infrastructure 24/7. To ensure urgent emergencies are routed to on-call engineers immediately, please select ticket priority levels accurately according to operational impact.
Priority Guidelines Matrix
Urgent / Critical Priority (Immediate Emergency Dispatch)
Use this priority strictly for revenue-stopping or business-critical emergencies:
- Your entire website is down or displaying a 500 / Database connection error.
- Checkout / credit card processing is failing (customers are blocked from buying).
- SSL certificate expired or browser showing an insecure security warning.
- Lead contact forms are failing to deliver inquiries to your email.
Standard / Medium Priority (Standard 4–8 Hour Business Queue)
Use this priority for routine updates, scheduled content modifications, and planned enhancements:
- Text changes, price adjustments, staff bio updates, or contact number revisions.
- Swapping homepage promotional banners or uploading new portfolio galleries.
- Publishing new blog articles or adding FAQ items.
- Requesting quotes for new features or additional page designs.
After-Hours Emergency Escalation
If an Urgent ticket is created after normal business hours (outside Mon–Fri 9am–5pm NZST), our automated monitoring system notifies the on-call systems administrator for emergency triage.