Convey Support Ticket Priority Definitions – Convey

Overview

The priority assigned to a ticket defines the urgency of the support request and determines how quickly our team will acknowledge the issue. Support agents may adjust the priority level raising or lowering it based on the impact the issue has on your business.

Note: Convey Support team works standard business hours in the Americas from M-F 8:00 AM - 8:00 PM EST.

What You Need To Know

A quick guide outlining the support levels you can expect based on your ticket priority, issue status, and support plan.

Ticket Priority	Priority Status	Initial Response Time	Standard Support	Premier Support
P0	Critical	Within 1 business Hour	24x7	24x7
P1	High	Within 4 Business Hours		24x7
P2	Medium	Within 12 Business Hours
P3	Low	Within 24 Business Hours

Priority Definitions

The response time for your request is based on the priority level assigned to the ticket.

P0- Critical

An issue that causes a complete outage or severe degradation of core messaging or voice services with immediate business or public-safety impact, including:

A problem preventing ALL Voice, Email, or SMS/MMS/RCS traffic (Outbound MT, Inbound MO, or both) for an entire business unit, customer group, or platform segment
Active emergency events, including severe weather incidents or PSPS (Public Safety Power Shutoff) scenarios requiring immediate, uninterrupted notifications
A confirmed Sev-0 compliance violation by the customer that requires urgent remediation
All system users unable to access or use core service functionality, resulting in critical business disruption

Note: This Priority only applies to the production issues.

P1- High

An issue that causes substantial but not total service disruption, including:

A problem preventing or severely impacting Voice or SMS/MMS/RCS processing for a specific region, country, carrier, or defined group of system users
Multiple moderate or low-severity issues which, when combined, create a material business impact comparable to a high-severity incident

P2-Medium

Requests or issues that are important but do not represent an active outage, including:

Scheduled storm preparedness activities or planned PSPS execution
Delivery issues reported by multiple end users where services remain partially functional
Escalation of a standard request due to end-client business priority, contractual obligations, or new customer onboarding needs

P3-Low

Requests that have minimal operational impact and do not affect overall service availability, including:

Future registration or certification of programs, traffic, numbers, or RCS agents
New configuration requests or non-urgent changes to existing configurations
Reporting, data access, or analytics requests
Provisioning or deprovisioning requests
Delivery issues impacting a single end user or device
Documentation questions, general inquiries, or how-to guidance

Convey reserves the right to adjust the priority level of a ticket at any time if we determine the initial classification is inaccurate. For example, tickets submitted as Priority 1 are often reclassified when they relate to non‑production setup tasks or general how‑to questions.

Convey team members may also raise the priority level if they determine the situation is more urgent than initially reported.

If you have any questions regarding the priority definitions, please submit a support ticket by emailing us at support@goconvey.com or call us at 1(866) 926-6839