We're excited to announce the launch of our new core Fast Track Support feature, designed to give your clients priority access to your support team when they need urgent assistance. Whether they are facing a critical issue or simply need a faster response, Fast Track Support ensures your clients ticket gets the attention it needs.

What is Fast Track Support?

Fast Track Support is a premium ticket priority service that moves your support request to the front of the queue. When you select Fast Track for your ticket (if enabled), it's automatically prioritised above standard tickets, ensuring you receive a response within your set response hours instead of the standard response time.

This feature is perfect for:

• Urgent technical issues that are impacting your clients business operations
• Time-sensitive requests that require immediate attention
• Critical problems affecting your services or customers
• Any situation where you need priority support

How Does It Work?

For New Tickets

When creating a new support ticket, you'll see Fast Track as a premium priority option alongside the standard priority levels (Low, Medium, High). Simply select Fast Track when opening your ticket, and you'll be redirected to complete payment for the priority upgrade.

The process is seamless:

1. Open a new support ticket as usual
2. Select Fast Track Priority from the priority options
3. Complete the payment for the Fast Track fee
4. Your ticket is automatically upgraded and moved to the front of the queue

For Existing Tickets

Already have an open ticket? No problem! You can upgrade any active ticket to Fast Track at any time. Simply visit your ticket and click the "Upgrade to Fast Track" button. An invoice will be generated, and once payment is completed, your ticket will be immediately upgraded to Fast Track priority.

Payment and Pricing

Fast Track Support is available for a one-time fee per ticket. The pricing is set by your support team and can be viewed when selecting the Fast Track option. Payment can be made using:

• Credit or debit cards (saved cards for faster checkout)
• Account credit balance
• Any other payment methods available in your account

Once payment is confirmed, your ticket is automatically upgraded to Fast Track status, and you'll receive a confirmation message in the ticket thread. The upgrade happens instantly—no waiting required!

Benefits of Fast Track Support

• Faster Response Times: Get a response within 1-4 hours instead of standard queue times
• Priority Handling: Your ticket is moved to the front of the support queue
• Urgent Priority: Fast Track tickets are automatically marked as urgent
• Flexible: Available for both new tickets and existing open tickets
• Transparent: Clear pricing and instant confirmation when upgraded

When to Use Fast Track Support

Fast Track Support is ideal when you need immediate assistance, but it's important to note that standard support tickets are still handled efficiently by our team. Consider using Fast Track for:

• Critical service outages affecting your business
• Security concerns that need immediate attention
• Time-sensitive business-critical issues
• Urgent configuration changes needed before a deadline

For non-urgent questions or general inquiries, the standard support channels continue to provide excellent service at no additional cost.

How to Access Fast Track Support

Fast Track Support is available directly from your client area:

1. Log in to your client portal
2. Navigate to Support Tickets
3. When creating a new ticket, select Fast Track Priority from the priority options
4. Or, for existing tickets, click the "Upgrade to Fast Track" button

The feature is enabled by default, but can be managed by administrators in the support settings. If you don't see the Fast Track option, it may be temporarily disabled or unavailable for your account type.

What Happens After Payment?

Once you've completed payment for Fast Track Support:

• Your ticket status automatically changes to Fast Track
• You'll receive an automated confirmation message in the ticket
• Your ticket is moved to the front of the support queue
• Our support team is notified of the priority upgrade
• You can expect a response within the set hours

The entire process is automated and seamless—no manual intervention required. Your ticket is upgraded the moment payment is confirmed.

Frequently Asked Questions

Can I upgrade a closed ticket to Fast Track?

No, Fast Track upgrades are only available for open tickets. If you need urgent assistance for a closed ticket, we recommend opening a new ticket and selecting Fast Track priority.

What if I've already paid for Fast Track but haven't received a response?

If you've upgraded to Fast Track and haven't received a response within the expected timeframe, please contact our support team directly. We take Fast Track commitments seriously and will investigate any delays.

Is Fast Track available for all ticket types?

Fast Track Support is available for most support ticket types. Some specialized departments may have different availability, which will be indicated when creating or upgrading tickets.

Can I get a refund if I change my mind?

Fast Track fees are non-refundable once payment is processed and the ticket is upgraded. However, if you have concerns about the service, please contact our support team to discuss your situation.