Based on the details in the ticket, question or request, will directly drive the priority it is given. Each priority is assigned by the Account Manager once the submission has been reviewed. The priority will determine the response and resolution time as noted below.


Low - Design Issues, content changes, usability changes, requests etc.

    Response - Within 24 hours

    Resolution - Within 10 business days (depending on estimate of request)


Medium - Errors or Issues occurring that are not directly affecting the submission ofapplications of parent functions

    Response - Within 8 hours

    Resolution - Within 5 business days


High - One of the main modules is down and directly affecting the submission ofapplications or parent functions.

    Response - Within 4 hours

    Resolution - Within 2 business days


Urgent- System is down and parents are not able to submit applications - immediate turnaround within 1 to 4 hours

    Response - Within 1 hour

    Resolution - Within 1 business day


Note - All tickets will default to low priority and after evaluation by a team member will be reprioritized accordingly.