I look after customers across the EMEA regions and also the Asia Pacific. I support multiple products like Solidworks PCB, Circuitworks, Altium Integration with Platform and Solidworks platform. The support cases are based on the urgency set by the customer. so, this takes the precedence. There are few other factors then which I have to look into for deciding the priority. They are How long the case has been the Technical support team. How severe is the issue, Is the production / data affected in any way The location of the customer - this helps me understand if the customer is offline - online and then prioritize the case if cases have same severity.