Tickets priority levels

When a request needs more than a first-line answer, ChannelDock assigns a priority. Priority is based on impact (how much of your operation is blocked) and urgency (whether a workaround exists). We set the priority; it is not chosen by the customer.

The times below are targets during support hours: Monday–Friday, 9:30 AM–6:00 PM CET. The clock pauses outside those hours, on weekends and public holidays, and while we are waiting for information from you.

We use commercially reasonable efforts to meet these targets. Complex issues, third-party outages (marketplaces, carriers, hosting) and missing details can take longer.

Priority and resolution

Priority	Typical meaning	Resolve within
Critical	Can’t ship / labels / channel down, no workaround	Same business day
High	Core workflow broken, workaround exists	Next business day
Medium	Limited impact, one flow or account	3 business days
Low	How-to, cosmetic, low impact	7 days

Resolve within is the target for a fix, a workaround or a clear answer.

Examples

• Critical: shipping labels fail for all orders; pick & pack cannot start; a connected shop or marketplace is completely out of sync and sales are blocked.
• High: one carrier integration fails while others still work; a specific pick-pack step errors but orders can still be processed another way.
• Medium: a report is wrong, a setting does not save, or one SKU will not sync.
• Low: a layout question, a documentation request or a minor display issue.

Ticket type vs priority

Create the correct ticket type. We assign priority; you choose the type.

• Bug tickets follow the table above. A production outage can be Critical; a limited defect is usually Medium or Low.

• Other (questions and feedback) is not a bug. We still reply as soon as we can, but bugs are worked first. These tickets are typically Low.

• Feature requests are outside this timetable. We review them and may build them when they fit the roadmap and our capacity. There is no SLA, queue position or promised ship date.

  A feature request is a suggestion only — we do not promise to build it or give a delivery date.

Marking a question or feature idea as a bug does not make it higher priority. We reclassify it first, which slows the request down.

Time spent waiting for your reply (order IDs, EANs, screenshots, access) does not count toward the target.

If your account includes Priority Phone Support, use the phone line for urgent operational issues only. Ticket status is always visible under My tickets. See How to use the ChannelDock ticketing system and ChannelDock Support Guidelines.