The Milestone MSTSSIP5 Standard Incident Technical Support Service provides committed response times and priority queuing during Milestone business hours for up to 5 incidents. Access to the services is organized using an incident-based (ticketing) system. One ticket is used for one specific incident. By using a ticket rather than charging for hours used, it is easier to predict the cost without having to make allowance for extra charges when an issue inadvertently takes more effort to resolve.
The incident-based approach is easy to maintain and track, and provides better flexibility/value for partners. Incident packs can also be easily bundled into a partner-specific service plan for better return-on-investment (ROI).
The standard pack provides partners with a flexible and cost-effective approach for submitting technical support incidents via phone or a Web form during Milestone business hours. Here, partners only pay for what they need and the SIP is backed by a broad range of benefits that are not provided with conventional free technical support.