Standard path
Normal support
- Day-to-day questions and configuration help
- Non-blocking bugs and improvements
- Training, guidance, and planned changes
- Shared queue with scheduled follow-up
Mountsol Care Priority escalation lane
Urgent Odoo issues deserve a faster lane
Priority Ticket is Mountsol’s escalation path for production blockers and go-live risk — faster acknowledgment, senior visibility, and a tracked reference through follow-up.
For urgent and critical Odoo issues only
Not for day-to-day questions. Use AI-Powered Support or standard consultation for non-blocking work.
- 01 Submit concern
- 02 Expert review
- 03 Priority follow-up
Reviewed by Mountsol specialists
Open a Priority Ticket
Share the critical concern. You’ll receive a reference ID after submission.
Reviewed by Mountsol Leadership Team
Escalate to Mountsol Leadership
Use this form for critical project concerns that require direct leadership review and priority follow-up.
- Direct senior visibility
- Priority review
- Tracked escalation reference
Leadership review path
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1
Client concern submitted Your escalation is logged with full project context.
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2
Leadership team review Mountsol leadership assesses urgency and impact directly.
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3
Priority follow-up assigned Ownership is assigned and progress is tracked to resolution.
Not a regular support request
This path is for important matters that need senior attention and clear ownership.
Clear distinction
Normal support vs Priority Ticket
Choose the right lane so urgent work gets attention — without flooding the escalation path.
Escalation lane
Priority Ticket
- Production or go-live blockers
- Revenue, fulfillment, or finance at risk
- Senior visibility and named ownership
- Tracked reference and priority follow-up
Escalation path
How Priority Ticket works
Three clear steps from concern to priority follow-up — designed for speed without chaos.
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01
Submit concern
Share project context, contact details, and the critical issue that needs escalation.
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02
Expert review
Mountsol specialists review urgency, impact, and the right ownership for fast action.
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03
Priority follow-up
You receive a reference ID and priority follow-up until the blocker is owned and moving.
Why Priority Ticket
Built for the moments that cannot wait
Faster response, direct ownership, senior visibility, and clear escalation tracking — matched with clear guidance on when to use the lane.
What you get
Escalation built around ownership
Faster response
Urgent work surfaces above the standard queue.
Direct ownership
Named Mountsol practitioners own the escalation.
Senior visibility
Critical concerns get leadership-aware review.
Clear tracking
Every submission is logged with a reference number.
Guidance
When you should use it
Use this lane when delay creates real business impact — not for convenience.
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Production is blocked Checkout, inventory, invoicing, or another critical flow is down.
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Go-live is at risk A defect or integration failure threatens a planned launch window.
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Revenue or operations are impacted Orders, payments, warehouse, or finance processes cannot continue.
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You need senior attention now The issue requires focused ownership beyond the standard support queue.
Questions
Priority Ticket FAQ
What Mountsol teams ask before opening the escalation lane.
What counts as “urgent” enough for Priority Ticket?
Production blockers, go-live emergencies, and business-critical defects — anything where checkout, invoicing, inventory, or another core flow is down or revenue is actively at risk. Day-to-day questions and non-blocking work belong in AI-Powered Support or standard consultation.
How fast will Mountsol respond?
Priority Ticket surfaces above the standard support queue for an accelerated acknowledgment. A named Mountsol practitioner reviews urgency and impact, then takes ownership — you are not left waiting in a shared queue.
Why do I have to type “PRIORITY” to verify?
It’s a deliberate confirmation step. Priority Ticket is a senior-visibility escalation lane, so we ask you to confirm the request is genuinely urgent before it is routed — this keeps the lane fast for everyone using it correctly.
What happens right after I submit?
You’ll see an on-screen confirmation with a reference ID (format MS-PT-XXXXXXXX) and receive it by email. Mountsol specialists then review the escalation and follow up using the contact details you provided.
Can I use my reference ID for follow-up?
Yes. Keep the reference ID from your confirmation screen or email — quote it in any follow-up so Mountsol can immediately locate your escalation and its current ownership status.
What if my issue isn’t actually urgent?
Use AI-Powered Support or standard consultation instead. Keeping the Priority lane reserved for genuine blockers is what keeps it fast for critical, time-sensitive issues.