Currently, Cangooroo has 2 tiers of support: Level 1 and Level 2.
Regardless of the ticket's priority level, all tickets go through Level 1 support. This is the first line of contact, where a support agent can promptly attend to the ticket.
If deeper analysis is required, the ticket will be escalated and transferred to the responsibility of Level 2 support.
Tickets are categorized according to the parameters listed below:
If you disagree with the priority level set by support, you can request a re-evaluation directly within the ticket, along with a justification as to why it is necessary to change the initially defined priority.
If you disagree with the priority level set by support, you can request a re-evaluation directly within the ticket, along with a justification as to why it is necessary to change the initially defined priority.
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