* If there is no response from the client on a ticket for more than 3 days, the ticket will be closed without further notification.

* Tickets closed cannot be re-opened. Client must then, open a new ticket.

Tickets cannot be put on hold (for any reason). If client cannot work with the consultant on the ticket, then it must be closed.

* Tickets and/or its relevant messages cannot refer to communication that took place on a different ticket (whether open or closed), email or any other media. Tickets and their relevant messages must be clear and sufficiently explanatory and fully documented.