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Upon receiving your request, our support engineer will review it and if it is something that can undertaken from our team will return with the time needed for the task to be completed. If you agree with the time effort we will inform you, our engineer will complete the task and the the time agreed will be consumed by the monthly hours you have in your support plan. In case you have exceeded your monthly hours, our engineer will inform you about your options.
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From our support portal you have access to "Premium Service Tickets" dashboard where you can view your monthly hours consumption.
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In this dashboard you can see your premium service ticket for a given period and also the hours you have spent per month.