Yes, the limit means that it is only possible to report a given number of tickets, which is determined by the chosen support plan.
However, there are important factors to consider with respect to this limit:
- After go-live (when users start working with the software), Athento offers a two-month warranty in which reported tickets are not deducted from the customer's tickets.
- The number of tickets included in each plan is a product of Athento's support service experience. It is closely linked to the number of users in the plan and is the number of tickets that our historical experience has shown to be appropriate for the number of users supported by the plan.
- Although the number of tickets may seem small, it is important to note that tickets reported to support on Enterprise plans (Standard, Pro, Company, Enterprise and 24x7) should be tickets that require second or third level support attention. For general operational or commercial questions, users should make use of the product documentation.