A ticket that knows what the customer bought.

A ticket is created from email, portal, or form. The contact is matched, the customer's orders and serial numbers are linked, and entitlement is checked.

The applicable SLA sets a response and resolution target for that priority, measured against real support hours — and paused while you are waiting on the customer.

Correspondence threads onto the issue. Where the fix needs attendance, a maintenance visit is raised with parts issued from stock and charged by entitlement.

The ticket closes against its agreement status, and response time, breach rate, and failure patterns are read from the tickets rather than reconstructed.