What is the ticket system for?
The ticket system is the central channel for technical issues, order or invoice questions, change requests, and new inquiries. The appropriate category helps with assignment.
What belongs in a good ticket?
- Affected product, project, or invoice number
- Clear description of the goal or problem
- Time, error message, and reproducible steps
- Relevant screenshots without sensitive credentials
Example: “When saving the welcome message, error X has appeared since 14:30. Bot Y is affected.”
Response times
Tickets are reviewed based on category, impact, and available capacity. A fixed response time cannot be promised without a separate agreement, but we aim to keep you informed about important steps.
Support, change request, or new order
Support concerns the agreed function and its operation. New features, larger adjustments, or a new project scope may be offered as a separate service.
When is an issue urgent?
Urgent issues include complete outages of active services, possible security incidents, or problems with major impact. Do not mark every request as urgent so genuine emergencies remain easy to identify.