Understanding Ticket Levels and Time Estimates
When you submit a support ticket, it is assigned a “Level of Work.” This level helps set expectations for how long your request may take to complete.
Below is an overview of each ticket level and what it means for your request:
Please note: the time estimate for your ticket is only an estimate of the effort required to resolve your request. It does not necessarily reflect the amount of time you will be billed or the hours that will count against your monthly service allotment.
Level 1: Quick Tasks
Estimated Effort: Less than 30 minutes
Typical Turnaround: 3 business days
Examples:
- Basic content updates
- Password resets
- Minor website changes
Level 2: Standard Tasks
Estimated Effort: 1–2 hours
Typical Turnaround: 5 business days
Examples:
- Adding new website sections
- Configuring integrations
- Moderate troubleshooting
Level 3: Complex Tasks
Estimated Effort: 2–4 hours (typically up to 5–10 hours)
Typical Turnaround: 10 business days
Examples:
- New feature development
- Major site redesigns
- Complex integrations
- Multi-step troubleshooting
Custom: Special Projects
Estimated Effort: More than 10 hours or requires special handling
Typical Turnaround: To be determined based on project scope and team availability
Examples:
- Full website rebuilds
- Large-scale migrations
- Projects requiring significant planning and coordination
- Note: For custom tickets, your Account Manager or Ticket Assignee will communicate a specific timeline and estimate directly with you.
Important Notes About Time Estimates
- Estimates are for planning purposes only. The actual time billed or counted against your available hours may differ, depending on the final work performed.
- You will always be notified of significant changes. If your request is more complex than initially estimated, we will communicate updates and revised timelines.
- Custom projects require additional coordination. For large or unique requests, we will work with you to define the scope and provide a tailored estimate.
If you have any questions about your ticket’s level or how time is tracked, please reach out to your Account Manager.