# Support cases

> A queue ordered by severity then by how close the promise is to being broken.

Section: CRM · Canonical: https://intubu.intuitivecapital-dai.com/docs/crm-cases

CRM → Cases & Support.

**Severity sets the clock** when the case is opened:

| Severity | Response promised within |
|---|---|
| Urgent | 4 hours |
| High | 8 hours |
| Normal | 24 hours |
| Low | 72 hours |

**The queue is ordered by severity, then by how close the SLA is**, so the thing most likely to break a promise is nearest the top. Each row is marked **ok**, **at risk** (inside two hours), **breached** or **met**.

Cases carry a number, an owner, the linked account and contact, a resolution, and a satisfaction score on close. They can be linked to a document, and escalated into a credit or a return.