When reaching out to the Support Team, we prefer that you input a priority that best fits your needs. Here are how we define our current priority levels:
P0 (Urgent) - This is defined as a concern that is business-stopping for all users. We look at these as a complete outage of the application, a major security breach or concern has been identified, servers are down, or anything that can be detrimental to Pathlight's service.
P1 (High) - A concern at this level means that your organization has lost functionality within Pathlight and is either unable to receive data or unable to access the application on a widespread level. Additionally, no workaround currently exists to resolve the data or authentication concerns.
P2 (Normal) - These are defined as general issues. These include, but are not limited to: user education, user requests, isolated login issues, or a bug with a workaround.
P3 (Low) - These types of tickets are reserved for feature requests or any other requests that fall out of typical Support responsibilities.
P3 (Low) - These types of tickets are reserved for feature requests or any other requests that fall out of typical Support responsibilities.
Using our Support Request form requires the input of a priority level from our customers. If you reach out to support@pathlight.com, the priority level is not established, and the ticket will default to P2 (Normal). Pathlight Support reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect.