Support Severity and Priority Guide
Hatz uses priority to decide how quickly a support ticket should be routed, acknowledged, and escalated. Priority is based on actual customer impact, not only on urgent wording.
How priority is assigned
When a ticket is created, describe the business impact, urgency, affected tenants or users, and whether there is a workaround. Hatz assigns the final priority and may change it if the impact changes.
Hatz Support generally operates during business hours in US Eastern Time. Priority influences routing, escalation, and follow-up urgency, but public documentation is not a separate service-level commitment. If your agreement includes specific support terms, those written terms control.
Paid engagement and enablement requests are not P1 unless an existing production Hatz feature is failing and the impact otherwise meets P1 criteria.
P0 - Active outage or emergency
Use P0 for an active outage, confirmed security emergency, or broad inability to use a core product area.
Examples: Hatz is unavailable for many users, a confirmed active incident is affecting production, or a security emergency needs immediate escalation.
What happens next: Hatz prioritizes incident investigation, status updates, and owner escalation.
P1 - Blocked with no acceptable workaround
Use P1 for a high-impact customer blocker where a critical workflow, rollout, admin action, or purchase path cannot continue and there is no acceptable workaround.
Examples: an admin lockout during an active rollout, a critical workflow cannot run in production, or onboarding is blocked by an urgent purchase or access issue.
What happens next: Hatz prioritizes investigation, owner routing, and business-hours follow-up.
P2 - Normal support issue
Use P2 for normal support issues that need human follow-up but are not blocking critical production work.
Examples: configuration issues, bugs with a workaround, integration failures, credit usage questions, file/export issues, or product behavior that needs investigation.
What happens next: Hatz investigates through the normal support queue.
P3 - Low urgency, how-to, or advisory
Use P3 for low urgency questions, how-to requests, docs questions, roadmap or unsupported capability requests, learning requests, and non-blocking advisory work.
Examples: best-practice questions, feature requests, use-case advice, non-blocking setup questions, or product feedback.
What happens next: Docs and self-serve resources may resolve many cases; a ticket can be created if more help is needed.
Priority examples
"Urgent, can someone help me build this workflow?" is usually P3 or an enablement request unless an existing production feature is failing.
"Our workflow failed, but users can complete the task manually today" is usually P2.
"Our production rollout is blocked because admins cannot access the tenant" may be P1.
"Hatz appears down for all users" may be P0, especially if it matches an active incident.