Support requests · Reference

Priority levels and when to call

Every request has a priority based on business impact. Choosing it yourself tells the team what to look at first.

Contents

The four levels

Priority levels
Level	Example	How to reach us
P1 · CriticalService down	Site or system down, a suspected security incident, or data loss	Ticket, plus an email marked “urgent”
P2 · HighMajor feature broken	Checkout, bookings or login broken for many users	Ticket or email
P3 · NormalLimited impact	A feature misbehaves and a workaround exists	Ticket or email
P4 · LowQuestion or change	Questions, content updates and small changes	Ticket or email

P1 · CriticalService downSite or system down, a suspected security incident, or data lossHow to reach us · Ticket, plus an email marked “urgent”
P2 · HighMajor feature brokenCheckout, bookings or login broken for many usersHow to reach us · Ticket or email
P3 · NormalLimited impactA feature misbehaves and a workaround existsHow to reach us · Ticket or email
P4 · LowQuestion or changeQuestions, content updates and small changesHow to reach us · Ticket or email

For a P1, email info@comark.co.il with “urgent” in the subject, and open a ticket with the details.

Still need help

Include the site or system, what happened and a screenshot. We reply by email.