Understanding Priority Selection

This article explains how priority levels work when submitting a support ticket, and what to do if the priority field isn't available.

Why can't I select a priority?

When submitting a support ticket, you may notice that the Priority field is not available. This means your organization does not currently have a support contract that includes priority selection.

Without an active support contract, all tickets are submitted at Priority 4 (P4) — our default level for general questions, non-critical issues, and enhancement requests. P4 tickets are handled during business hours.

What do the priority levels mean?

If your organization has a support contract with priority access, you can select from the following levels:

Priority	Definition	Response Commitment
P1 — Outage	A production system or major application is completely unavailable or seriously degraded with no reasonable workaround.	24/7 — pages the Support team immediately. Requires a 24/7 work commitment from both the customer and Support.
P2 — Severe	A critical system is impacted in a way that could cause significant business impact, and there is no reasonable workaround.	24x5 as required. This ticket becomes the assigned engineer's primary focus during their shift and may be handed off between regional teams.
P3 — Moderate	A production or critical non-production system is impacted but is operating within acceptable service levels, or a reasonable workaround exists.	Business hours.
P4 — Low	Non-critical issues, general questions, or enhancement requests.	Business hours, best effort.

How do I get priority access?

Priority access is tied to your organization's CockroachDB support contract. If you believe your organization should have priority access and you're not seeing the priority field, here are some possible reasons:

• Your account may not be linked to your organization — Reach out to your internal CockroachDB contact to ensure your email is associated with the correct organization in our support portal.
• Your organization's contract may not include priority support — Reach out to your Cockroach Labs account team or contact us to discuss upgrading your support plan.

What about SLAs?

For full details on response times, service hours, and what's included under each support tier, see our CockroachDB Support Policy.