Ticket Charges

What are Ticket Charges? 

Each support incident raised via our "Need Help?" form by approved accounts on our website will incur a service quote. This cost helps us maintain operations and ensures each support interaction receives the attention it deserves. Support hours logged while working on the ticket will be billed at the end of each service request. 

Additional Charges may apply, including: 

Why is a Ticket required? 

The Ticket keeps both the agent and customer engaged in the support interaction, holding us accountable to drive toward resolution faster. It also helps cover our operating expenses. 

Are Ticket charges refundable? 

Yes, Ticket charges on the final invoice may be refundable if the Service Level Agreement (SLA) is missed or if a resolution cannot be provided. If you have a support membership, a ticket charge is not billed. 

When is a Ticket Payment Required? 

• One-Time Support Services: A Ticket charge applies and may vary based on the support needed. You’ll need to approve the quote before we send a technician. 

• Recurring Subscriptions: The Ticket charge is deducted from your total bill. 

• Project Proposal Agreements: A Ticket charge applies for support services and change orders. This charge may vary based on complexity. You’ll need to approve the quote before we send a technician and start work. 

Are There Any Exceptions to the Ticket Charges?

Yes, there are exceptions! The following types of tickets are non-billable and do not require payment:

• Existing support tickets within a 90-day service warranty
• Approved project tasks and service incidents: These include tasks and incidents that have been pre-approved as part of a project scope or service agreement. They are typically covered under the terms of the project or service contract, ensuring you receive the necessary support without additional charges.
• General sales inquiries
• Alerts

Feel free to use the quote request, lead form, or email for these inquiries