Our Emergency Support team specifically deals with websites that are down and hard to access. It could be because of a plugin or theme error, or your website has been compromised. An “urgent” priority ticket just means that the issue is VERY important to you. We will handle tickets in the order in which they were received. However, if you have two tickets open and one of them is “urgent” priority while the other is “low” priority, we may tackle the “urgent” ticket first and delay the lower priority ticket. Sending a ticket to the Emergency Support team or marking it as “urgent” may not get it resolved any faster, but it does help us understand how important the issue is to you. We’ll make every effort to get it fixed!