*Applies to clients on a Complete Website Transformation, Content Operations, maintenance, or Fractional engagement. Experience Helpdesk members: async questions are answered within one business day via ClarityFlow — see “How the Experience Helpdesk works.”*
We triage every request by impact so urgent things move first. How we classify work:
- P0 — Production outage. A live site is down or broken for visitors. We respond fast and work it until it’s stable.
- P1 — Urgent. A significant problem affecting publishing or a key page, but the site is up. Same-day attention on business days.
- P2 — Standard. Most content changes and requests, handled within our normal turnaround.
- P3 — Low / scheduled. Nice-to-haves, larger projects, and anything tied to a future date.
If something is a P0, put “site down” or “outage” in your subject line so it’s flagged immediately. We may adjust a priority after reviewing — if we do, we’ll tell you why.
See also: “Turnaround times” and “How to open a ticket & what to include.”
Also asked as: how urgent, priority, SLA, how fast will you respond.