Please prioritize the ticket as follows:

Urgent: Our system has a serious bug or something is not working that is important and desperately needed. Also, there is no workaround.

High: From your point of view, there is a workaround, but the problem is serious. This is the case, for example, if the event website is offline at a running event, or you don't have access to the tool. 

Medium: Minor bugs or application questions. You can keep working, but it has a very annoying behavior 

Low: You can continue working well and there is no urgency.

We always ask you to contact us early enough with application questions, as we define priorities from a technical point of view and not from the "timeline" point of view of the customer.