Also, we'll probably want to see about approvals for work.
If you have 20 points in your file, and you need something done which will cost 8 points and you thought it might only take 4 points, you'll want to APPROVE the work before they start it.
So maybe a bidding system is what they're going for. Where you state you're willing to spend up to 5 points for a given problem resolution.
I'm most concerned about turnaround time on issues and what constitues a deduction in points. A question of "how do I modify this or that" depending on the complexity would warrent more points used. What determines if it was a complicated answer (like SQL code insert) or a change in the config settings etc.
Still a sketchy approach and I haven't seen much more information on the new "point system" support method. I like the theory, but not sure it's the direction they should be taking.
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