The Milestone MSTSPIP20 Premium Incident Technical Support Service provides committed response times, priority queuing, and 24 hours a day, seven days a week support capability for up to 20 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 premium pack provides partners with a flexible and cost-effective approach for submitting technical support incidents via phone or a Web form for operation-critical issues even outside of Milestone's normal business hours. Here partners only pay for what they need and the incident pack is backed by a broad range of benefits that are not provided with conventional free technical support.