The priority for a ticket can be modified through the Privia support portal by a registered technical point of contact or by a Privia support representative. The following priorities are supported in the Privia support system:
| Priority # | Priority | Description |
|---|---|---|
| 1 |
Urgent |
The Privia service is unreachable by any users with accounts on the system. |
| 2 |
High |
The Privia service is unreachable by a very large number of users but some users are still able to utilize the system. |
| 3 |
Medium |
A potential bug has been identified, a specific user has an issue utilizing Privia services, request for modification to user access for customers paying for Privia support to administer users. |
| 4 |
Low |
Question about usage of the product, request for information, request for updates to contact information. |
The previous ticket system used Priority #'s, so that mapping is provided in this FAQ.