RightFax Support Tip: How to Classify Your Support Ticket

Whether you are experiencing major production issues with your RightFax server, have a support question or just want to add an additional RightFax Administrator, our reliable support center is where you can turn to get your issue resolved as soon as possible.

Knowing how to properly set the priority will help our support team prioritize your ticket and get you a response as quickly as possible.
 
 

RightFax Support Ticket Priority Levels

When you submit a ticket to our RightFax support team, you will be asked to set a level of priority for the request. The four levels of priority are:

• Urgent: this is the highest priority level. It is reserved for clients whose RightFax server has stopped completely. If you cannot send and/or receive faxes, assign this priority level to your ticket.

• High: this is the second highest priority level. If your fax server is still functioning, but has limited capabilities or is frequently being disrupted, assign this priority level to your ticket.

• Medium: this is the most common support level priority and will make up a majority of requests. If your fax server is continuously functioning, but you are experiencing minor errors or issues, assign this priority level to your ticket.

• Low: this is the lowest level of priority that is reserved for general questions and how to’s. If your fax server is functioning properly and you just have a question, assign this priority level to your ticket.

*Please note: we take every support ticket seriously and will respond as quickly as possible! Although higher priority tickets will be addressed first, just because you assign a low priority level to your ticket does not mean you will be ignored. We didn’t become the #1 RightFax Support Provider in North America by ignoring our clients!

Learn More About RightFax Support

Do we support your organization’s RightFax server? If not, you can learn more about our RightFax support packages. We have support teams located in the United States who can help you during all business hours in YOUR time zone.

If you upgrade to one of our higher-tier packages, you will benefit from daily FaxPings, two remote RightFax Health Check/Server Audits and even 24x7x365 support!