Support issues cost

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We estimated how much time is usually devoted to different issues and classified them by categories. Depending on the issue category, each ticket costs certain amount of tech support points. The approximate list of categories and their price is following:

Issue category Points
General questions 0
Product warranty issues 0
Consultation on Software features 0
Assistance on configuration/modification 30
Incident solving 60
Incident solving with protracted debugging 120
Other issues Upon request
NOTE: The issue costs are approximate, as the ticket rate may change during the problem solving.

While the problem is being solved, the initial ticket price may be changed. For example, if additional investigation is required, the rate will be increased. But if a problem turns out to be a software bug, no points will charged for the support ticket according to our bug-fixing policy.

If you think you were charged incorrectly, we are ready to reconsider the ticket cost.
NOTE: The cost of HotRush issues is doubled.
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