How priority is assigned
When a store submits a ticket, Vacto records the effective plan and priority-support entitlement at that moment. Eligible Pro tickets receive high queue priority; an urgent safety or account category may receive urgent priority under the same server policy. Vacto staff can see both that submission snapshot and the store's current plan.
What priority means
- Priority affects ordering and visibility in the support queue.
- It does not change ticket evidence, privacy, or security requirements.
- It is not a published 24/7 service, guaranteed resolution, emergency channel, or fixed response-time SLA.
- A lower-priority ticket may still be handled first when safety, platform scope, dependency, or investigation readiness requires it.
Escalation
Use the ticket escalation control only when impact has materially increased or a time-sensitive operational risk was omitted. Continue in the same thread and add the new facts. Vacto records the request and staff actions in the support event history.