Emergency tickets are urgent support requests for which the client pays an extra fee to have them handled promptly. Such requests are processed around the clock, regardless of the technical support department's working hours. An emergency request will be handled within 2 hours of its creation at most. The fee is charged for the very fact of creating such a request (provided it is handled within 2 hours), regardless of the outcome. If handling an emergency request involves administration services or administration consulting, those services are billed separately.

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