Understanding Support Priorities

Choose priority based on business impact

Priority helps NetDefend understand the level of business impact attached to a request. It does not replace the active service agreement, scope of support, or the need for clear request details.

Priority levels

• Low: A question, small update, documentation request, or non-time-sensitive item.
• Normal: A standard service request, configuration question, content update, or support item with moderate impact.
• High: An issue affecting important work, multiple users, a launch timeline, or a key business workflow.
• Urgent: A serious business-impacting issue that should be reviewed quickly based on active service agreements and scope of support.

Important expectations

Support is available for active NetDefend clients during standard support hours. Response times may vary based on the active service agreement, request priority, and scope of support.

Urgent should be used carefully. It helps flag business impact, but it does not set a fixed response time unless that expectation is included in an active agreement.

Improve the first review

For higher-priority requests, include the affected service, users, business impact, screenshots, error messages, and what changed recently. Clear details help reduce back-and-forth and support a better first review.