Raising every ticket as high or urgent actually harms your priority.

If you raise every ticket as priority high or urgent the ticketing system will automatically start to downgrade them, this is so every user has the possibility of raising a ticket that will get attention when it is required.

High or Urgent tickets will page our support staff and if found to be non-urgent and/or trivial nothing to do with Merlin (Network or Hardware problems) then you will be charged for the time.

An urgent ticket should be reserved for ONLY when the Merlin system has a problem that stops you processing events.

A high ticket should be used only when you have an issue that is critical to your day to day operations. This does not include questions about the software/features or how to. These should be raised as medium or low.

Misuse of the ticketing system could also cause the failure of your 24 hour support (should you have this) because the system will downgrade tickets if more than two previous tickets are marked by the helpdesk as non-critical/false call. This is published in the SLA.

Thank you.