Expected Level of Service -Service Requests
When evaluating this product -one thing I look at is expected level of Service. Maybe things have changed, but when I worked with other software answers to technical support questions usually happen within a few hours. Thus board is great, however when a technical question is submitted the responses are few and far between. There is no indicator for urgency that I know of when submitting an issue.
Hi MarkSchofer !
Here's a public document about Support Services, I think it might be of help, it explains prioritization - https://static1.smartbear.co/support/media/pdf/ssg.pdf