Understand your service
Dedicated Priority Support Number
Use the priority contact route assigned to your business under its support agreement.
What it does
A priority number provides a defined contact route for eligible clients. When reporting an incident, explain the affected systems, business impact and an available contact. Priority handling operates under your agreed service schedule, rather than a promise that every call is answered immediately or every issue resolved first. Keep the route within your organisation's authorised support contacts.
Questions you may have
Does priority support guarantee an immediate fix?
No. Diagnosis may depend on access, suppliers, parts or recovery options. Response priorities and commitments are recorded in your agreement.
Can any employee use the priority route?
Confirm the authorised users and escalation contacts during onboarding. Keep those details current when staff or responsibilities change.
