1 Training webinars can be redeemed in the final week of a calendar month with a limit of 3. Each converted helpdesk ticket is limited to 60 minutes to show a feature, systems configuration or get past a technical design hurdle. They are not intended to scope or build large business application or complex solutions. However they can be used for consultancy and SharePoint strategy sessions.
2 Response times constitutes acknowledgement of the documented issue, outlining the steps to resolve, communicating resolution timelines, formulating a plan of action and allocating resources/staff to resolve the issue. 80% of issues are resolved within one business day, other however may require research, planning, or testing to complete the resolution of the ticket.