About Support Ticket Urgency and Classification

To ensure we prioritise and resolve your issue/inquiry as quickly and effectively as possible, we use ticket classifications. The three classifications we use are:

• Urgent
• High
• Normal

Urgent

This includes any critical issue affecting all users. 

Example: Handshake is down, or data integrity may have been compromised. 

High

Any issue or bug that's affecting a major functionality within the product, and is impacting a lot of users, but not all. 

Example: students can't register for an interview, event, fair, etc.

Normal

Any issue or bug affecting a small amount of users, or any personal/troubleshooting inquiries regarding Handshake. 

Example: how to upload a document, how to join a virtual events, etc.

Handshake strives to provide the safest environment for our users and employees while engaging in any conversation on our platform or vendor tools we use to service our users. We require consensuality when interacting with our team members, meaning that conversations must remain professionally relevant and contribute to our community in a constructive manner.

We require that every user be civil and respectful as they interact with our team. If any of our employees wish to terminate the consensual conversation due to abusive behaviour, they may do without penalty or fear of retribution.

Handshake does not tolerate abuse of its employees. We do not allow profanity, bullying, harassment, unwanted advances, threats, violence, intimidation, prejudice, retaliation, discriminating, dehumanising, or hateful language/action against individuals working for, or on behalf of, Handshake.