As customer demands continue to grow, maintaining a high level of service is crucial to delivering meaningful and timely solutions. At the same time, it’s essential that we balance our resources effectively to ensure that every customer receives the appropriate level of support. With this in mind, we are introducing a ticket cap based on our support plans (except contracts with explicit statements on tickets count). This change aims to align our resources more closely with customer needs while ensuring that we continue providing the quality service you expect.

Starting January 01, 2025, the following limits will apply to support tickets based on the type of plan you have:

• Standard Plan: Up to 24 support tickets per year
• Business Plan: Up to 48 support tickets per year
• Enterprise Plan: Unlimited support tickets

Product Bugs and Feature Requests Exemptions
We want to reassure you that product bugs and feature requests are exempt from the ticket caps:

• Product Bugs: If an issue is identified as a product bug, it will be handled separately by our team and will not be deducted from your available support tickets.
• Feature Requests: We encourage you to continue submitting feature requests. These will also not count against your ticket allowance and will be reviewed by our Product and R&D teams.

This exemption is to ensure that reporting critical bugs and submitting valuable product suggestions remains a seamless process for you. Also, there are issue types that will be excluded from chargeable value, like: Security issue, Billing questions related to Virtuozzo customers, Request a new support portal user, Support management escalation.

Why Are We Implementing Ticket Caps?

Support is a critical function in maintaining smooth operations for our customers, but it’s also a resource-intensive service. Each support ticket requires attention from our expert engineers and support managers, and in many cases, significant time and effort are invested to troubleshoot, diagnose, and resolve issues.

The introduction of ticket caps is designed to ensure that we can deliver quality service in a predictable and sustainable manner. By aligning support resources with the appropriate service level agreements (SLAs), we can:

• Maintain High Service Quality: By limiting the number of tickets, we can ensure that each request receives the attention it deserves without stretching our teams too thin.
• Prioritize Effectively: With more structured limits, our teams can allocate resources more efficiently to prioritize critical and time-sensitive requests.
• Encourage Proactive Engagement: By setting a clear framework, customers are encouraged to engage with our support teams strategically, maximizing the value of each interaction.

What Does This Mean for You?

Depending on your current support plan, you will now have a set number of tickets available per year. Here’s what each tier offers:

1. Standard Plan – 24 Tickets Per Year

The Standard Plan provides up to 24 support tickets annually, which averages to two tickets per month. This plan is best suited for organizations with relatively stable systems and fewer critical support needs.

2. Business Plan – 48 Tickets Per Year

The Business Plan allows for 48 support tickets per year, ideal for businesses with moderate support needs, ensuring they can submit an average of four tickets per month. This plan also offers a faster response time and priority handling compared to the Standard Plan. It also provides Root cause analysis reports for Business critical issues.

3. Enterprise Plan – Unlimited Tickets

The Enterprise Plan offers unlimited support tickets, providing you with the flexibility to engage with our support team whenever necessary. This plan is designed for organizations with complex, mission-critical operations that require continuous and comprehensive support. It has all benefits from lower plans already included and Technical Account Manager with a wide list of services and activities behind.

More info on Support plans you can find here: https://www.virtuozzo.com/support-plans/ or you can request a call and our team will provide a presentation of Virtuozzo premium services.

How to check Ticket Limit?

Tickets consumption and active support plan can be found in your account on support.virtuozzo.com.

What Happens When You Exceed Your Ticket Limit?

For customers on the Standard or Business Plan, if you exceed your allotted number of support tickets within a calendar year, additional options will be available:

• Purchase Additional Tickets: You can opt to buy extra tickets at a standard rate. This allows flexibility for times when you may experience a higher volume of issues.
  • Bundle of 5 extra tickets - $500
  • Bundle of 10 extra tickets - $1000
  • Bundle of 20 extra tickets - $2000
• Upgrade to a Higher Plan: If your business consistently requires more support, upgrading to the next plan level will give you more tickets or unlimited access to our support team.

How to Maximize Your Support Plan

To make the most of your support plan and optimize the use of your ticket allocation, we encourage you to:

• Leverage Self-Help Resources: Take advantage of our knowledge base, tutorials, and FAQs to resolve common issues without submitting a ticket.
• Engage Proactively: Monitor your systems closely to prevent small issues from becoming bigger problems.
• Consolidate Tickets: Where possible, consolidate related issues into one ticket, allowing our team to provide a more holistic solution.

Moving Forward

Our goal with this new ticket cap policy is to continue offering high-quality, sustainable support tailored to your business needs. We believe this change will help us better manage support volumes, ensure consistent service quality, and allow us to focus on providing proactive and meaningful solutions to your most critical challenges.

We are here to ensure that your transition to this new model is seamless. If you have any questions about how the ticket caps will affect your support experience or if you would like to discuss upgrading your plan, please don’t hesitate to contact us via premium.support@virtuozzo.com.

Thank you for your continued trust and partnership.