Question

Can the package of hours, the quota of premium incidents, the period, and available products under the support agreement be taken into account?

Answer

Support terms — product, validity period, and SLA policy — can be tied to a key that matches the agreement, product license key, or support code.

Swarmica supports time tracking in requests. Time can be reported voluntarily or made mandatory when sending each employee response. If a key is tied to the request, labor costs can be analyzed by keys, as well as by users and companies.

Tracking the remaining package of hours, the quota for premium incidents, and other service rules can be organized through triggers, macros, or custom scripts, taking into account the specific case.

See more: Keys · Time Tracking for Request · Automation and Scripts for Specific Scenarios