To help responses to tickets based on their urgency, can you please reserve:-

CRITICAL – for issues which are causing an error on the website that is completely stopping people from achieving a particular outcome and for which there is no work-around; these issues will receive IMMEDIATE ACTION

HIGH – issues which are urgent, but not critical – these issues will receive PRIORITY ACTION (2-3 days)

NORMAL – issues which need to be rectified, but are neither urgent or critical. These items will be scheduled around our existing planned work. Typical turn-around of 1-2 weeks.

LOW – issues which are of low importance and no urgency.