How we handle support tickets
This article explains how NeuraBlaze handles support tickets inside the CRM, how priorities should be used, and what the main ticket statuses mean.
Priority levels
| Priority | Typical response target | When to use it |
|---|---|---|
| High | Within 4 business hours | Critical issues, major blockers, production-impacting problems, or work that prevents an important business process from continuing. |
| Medium | Within 1 business day | Important issues that affect work, but where a workaround exists or the impact is limited. |
| Low | Within 2-3 business days | General questions, small requests, non-urgent improvements, documentation requests, or minor issues. |
Business hours generally mean normal working days, excluding weekends and public holidays, unless a separate agreement says otherwise.
Ticket statuses
- Open: The ticket has been submitted and is waiting for review or first response.
- In progress: The ticket is being investigated or actively worked on by the NeuraBlaze team.
- Answered: NeuraBlaze has replied and the next action is usually with the customer or another external participant.
- On Hold: Work is paused because we are waiting for information, access, a third-party response, a planned date, or a business decision.
- Closed: The request is resolved, no further action is expected, or the ticket has been inactive after the answer was provided.
When a ticket should be placed On Hold
A ticket may be set to On Hold when progress is blocked for a clear reason, for example:
- we are waiting for customer feedback or approval;
- we are waiting for access, credentials, logs, screenshots, or missing technical details;
- a third-party vendor, partner, hosting provider, or external system is involved;
- the work is intentionally paused until a scheduled date or project milestone;
- a business decision is needed before implementation can continue.
When a ticket can be closed
A ticket can be closed when:
- the issue has been resolved and confirmed;
- the requested information or support has been provided;
- the customer confirms that no further action is needed;
- the ticket has been answered and remains inactive for a reasonable period;
- the request is moved into a project, task, change request, or separate agreement.
How to help us respond faster
When opening or replying to a ticket, please include as much useful context as possible:
- a short but clear subject;
- what happened and what you expected instead;
- steps to reproduce the issue, if relevant;
- screenshots, files, logs, error messages, or links;
- the affected project, customer, environment, device, browser, or user account;
- how urgent the issue is and why.
Clear information helps us avoid unnecessary back-and-forth and keeps the resolution time shorter.
Important note
The response targets above are operational guidelines. If a project or contract defines a different SLA, that specific agreement takes priority.