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Originally Posted by Tuner
Capital Idea But
How are tickets handled in non-business hours/weekends.
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They are handled in the very same way they are handled in business hours:
"Hot rush" status does not guarantee any fixed turnaround time. All it gurantees is that the ticket will be processed with highest possible priority and as soon as possible.
As we do not guarantee technical support on weekends, "hot rush" tickets are not guaranteed to get reply on weekends as well.
But if anyone of the tech. support guys is someone available on weekend (which, though not guaranteed by our company, happens quite often) they will work with "hot rush" tickets in the very same way: they will process them with highest possible priority.
We leave it to our customers to decide whether their issue was addressed promptly or not: it's your choice to pay or not to pay the "hot rush" fee after the "hot rush" ticket is closed.