We have created a new "Request Type" in our Technical Support service desk called “Blocker”.
Blocker should only be used for issues where your customer cannot trade on any POS in a live environment. When an issue is registered by the type BLOCKER through the Technical Support service desk, it will be directed right away to a Support Specialist marked with high priority. Please be aware that if a BLOCKER issue turns out not being a blocker, the partner can expect to be invoiced for the hours spent on the issue.
The first response to registered Blocker issues can be expected within 5 to 30 minutes.