While we adhere to the response timeframes outlined in our Support Policy (section Section 4 – Support services overview), we always strive to provide timely assistance whenever possible. We prioritize tickets based on the severity and impact of the issue, such as those affecting production environments. If you've accidentally logged your ticket with a lower severity than intended (see How to create, view, share, and respond to support tickets for more information on ticket severities and how they can be assigned), if the reported issue has turned out to have a greater impact than initially assessed, or if there's a pressing deadline, please feel free to escalate it in one of the following ways:

• Reply to your original email to support@cloverdx.com or update the ticket through our Customer portal and explain why your issue requires a faster response. Include any new relevant information that might help expedite the resolution process. Feel free to review the following article that lists all the things that can help expedite analysis and provide a faster resolution. You can also request that the Support team adjust the ticket severity to High or Urgent (Enhanced customers only).
• Contact your account manager: For urgent matters, reach out to your dedicated account manager.