The concept of credits
Each pack has a number of credits assigned. Each credit equals to 15 minutes of support.
The pre-paid support credits system allow customer to get rates up to 60% vs the base rate hour for developing purposes.
SLA & ticket priority.
This is the max priority with an SLA of 2 hours.
Plase note setting this priority forces to immediate attendance. This cost 2X the single credit price until customer closed the ticket.
This priority has an SLA of 1 day.
The SLA for this priority is 3 days.
Long time SLA. Reply up to 5 days.