Priorities, response times and what happens next - Pacten Guides
Two things decide how quickly a request is dealt with: the priority you set, and the type you chose. This page covers both, and every state a request passes through.
- Critical (P1) — the business genuinely cannot operate. Nobody can take payment, nobody can log in, customer-facing pages are down.
- High (P2) — something important is broken, but there is a way round it for now.
- Normal (P3) — the default, and the right answer for most things.
- Low (P4) — worth doing, not worth interrupting anything for.
Each request type carries its own commitment, and the Help screen shows it before you choose, not after you submit. In summary, for the help types:
- Report a problem — 4 hour response, 1 day resolution.
- How do I…? — 4 hour response.
- Billing & account — 1 business day.
- Other — 24 hour response.
- Request a feature — reviewed weekly. There is no resolution target, because a feature request is a decision rather than a job.
The work our team does for you carries longer, separate commitments, because those are projects rather than answers. They are listed in that guide.
- Received — it has arrived and is being triaged.
- Assigned — a specific person now owns it.
- In Progress — actively being worked on.
- Needs Your Input — waiting on you. Nothing moves until you reply.
- On Hold — paused for a reason that will have been explained in the thread.
- Complete — done.
If a stated response time passes with no reply, email support@pacten.io with the title of your request. Raising it in the app first is still the right move — the request carries your workspace, your attachments and the whole history, so it is quicker for us to act on — but if we have not met the commitment we published, that address reaches us directly.