Priority matrix: how we classify your request

Not every ticket is equally urgent

To be fair and transparent, Leafy Energy uses a priority matrix. This helps customers and support teams align expectations.

Example priority levels

• P1 - Critical: charging or battery outages affecting many customers, direct impact on comfort or continuity.
• P2 - High: single customer with persistent charging issues or incorrect dynamic prices.
• P3 - Normal: functional questions about the app, unclear graphs or notifications.
• P4 - Low: feature ideas, cosmetic issues or demo-related questions.

How customers indicate priority

• The contact form lets you choose a category and impact level.
• Support may adjust the priority based on further details.

The demo tenant includes an example dashboard showing tickets per priority in real time.