Just how critical is critical?
I’m only really familiar with it in a medical setting:
Critical care: The specialized care of patients whose conditions are life-threatening and who require comprehensive care and constant monitoring, usually in intensive care units. Also known as intensive care.
But if you’re going to appropriate medical terminology into your customer service offering, surely it would be sensible to implement the urgency and actual processes it refers to as well?
Spoiler: I’d be dead by now.