Support plans and response times

Your plan

• Each organisation has one support plan. The included plan costs nothing.
• A plan sets, for each severity, the time to the first answer and to the resolution.
• An administrator can ask for another plan in Support. A change holds from the next month.

How the clocks count

• Clocks count only the working days and hours of your plan, on the Africa/Maputo calendar.
• A time that falls outside them is due when they start again.
• The resolution clock stops while the case waits for you.
• A missed time stays on the case.