Ticket priority indicates the urgency of a support request and defines the expected timelines for our team. Each ticket is assigned a priority level, which determines the Initial SLA (time to first response) and Resolution SLA (time to full resolution), as outlined in the table below.
Note: Convey Support business hours are from M-F 8:00 AM - 8:00 PM EST.
Priority
Definition
Initial Response Time
Resolution Time
P0
A problem that prevents ALL Voice / SMS / Email connections processed by a group/business unit.
Any emergency weather event / PSPS in progress requiring notifications
Sev-0 Compliance Violation by the customer
1 hour
24 Business Hours
P1
A problem that prevents processing of Voice/SMS for a particular region/country/carrier/group of users only.
4 Business hours
60 Business Hours
P2
Scheduled Storm Prep / PSPS Execution
Any delivery issue reported for multiple end users
12 Business hours
132 Business Hours
P3
All future campaign requests / New configuration requests/changes to existing configurations that are not covered in the above priorities
Any data/report/access requests
All provisioning / deprovisioning requests.
Any delivery issue reported for a single end user/device
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