Tower Systems for many years has given POS software customers control over setting support call priority. We regularly remind customers of the control they have through notes like this one in our weekly customer service email this week:

The speed with which we handle your support query is determined by the priority of the call. You can choose your own priority. Here are the call priorities:

  1. P1. This is if your system is down. The most urgent call we can get.
  2. P2. Urgent. We will deal with the call ahead of all others except P1.
  3. P3. Pressing question But system not down. Return call goal 2 3 hours.
  4. P4. Non urgent question. Goal of returning a call in 4 – 5 hours.

In allocating a call priority please take care to accurately reflect the situation.