Ticket priority should describe current service impact, not how important the customer or project is.
Applies to: Support tickets and service-status information
Support tickets create an auditable conversation linked to the customer account. One clear issue per ticket, accurate diagnostics and replies through the portal help staff investigate without avoidable delays.
Key information
| High | Use for a widespread or severe active service failure where no practical workaround exists. |
|---|---|
| Medium | Use for material degradation, time-sensitive configuration or a fault with a limited workaround. |
| Low | Use for questions, routine changes, advice and non-urgent single-user issues. |
Before you start
- Sign in to the Customer Portal using the account owner or an authorised user.
- Have the relevant invoice, service, domain or ticket number available.
How to use this service
- Check the Service Status page first when multiple services appear unavailable.
- State the affected service, number of users or sites, start time and whether any workaround works.
- Select the priority that matches current impact. Do not mark a future project question High merely because it has an internal deadline.
- Update the same ticket if impact increases or a workaround fails, explaining what changed.
- Avoid duplicate high-priority tickets, repeated replies or unrelated additions because they can slow investigation and fragment evidence.
Confirm the result
- The subject, description and priority tell staff the real impact without needing an initial clarification round.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| Everything seems down but no status incident is listed. | The problem may be local DNS, network, account or domain specific. | Test from a second connection and include the result, domain, resolved IP and exact error in one High ticket if impact is severe. |
| A low-priority ticket becomes urgent. | The service impact changed after submission. | Reply to the existing ticket with the new impact and ask for priority review rather than opening a duplicate. |
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The customer account email address
- The affected invoice, service, domain or ticket number
- The exact message and the time it appeared
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- Open a support ticket
- Information to include in a technical support ticket
- Check the public Service Status page
- Why an answered support ticket may close automatically
- Reopen a closed support ticket
Last reviewed: 2026-07-18.
