1. Introduction to Support Points
Support points help you manage the priority level of your support tickets at Adaptive Web Hosting. Every customer can always open support tickets — Standard priority tickets are always free. Points are only needed if you want faster response times with Medium or High priority.
2. Priority Levels & Response Times
When opening a support ticket, you choose a priority level. Each level has a target response time and a point cost:
| Priority | Point Cost | Target Response Time |
|---|---|---|
| Standard | Free (0 points) | 24 hours |
| Medium | 5 points | 8 hours |
| High | 10 points | 2 hours |
Standard priority is always available at no cost, so you are never locked out of support.
3. How You Earn Points
There are several ways to accumulate support points:
- Signup Bonus: All new customers receive 30 support points when they create an account.
- Hosting Invoice Payments: You automatically earn 2 points every time you pay a monthly hosting invoice. Quarterly billing earns 6 points, and annual billing earns 30 points per invoice.
- Point Packs: You can purchase additional support point packs from the Addons page in your Customer Portal.
4. How Points Work in Practice
- Opening a Ticket: When you submit a support ticket, the ticket form shows your current point balance, the cost for your selected priority, and the expected response time. If you have enough points, submit at your chosen priority. If not, you can always select Standard (free).
- Deduction: Points are deducted at the time of ticket creation. Standard priority tickets cost nothing.
- Balance Display: Your current balance is always visible on the ticket submission page.
5. Things to Keep in Mind
- Points Never Expire: Your accumulated points carry over indefinitely.
- Auto-Replenish: Active hosting customers automatically receive points with each invoice payment — no action needed on your part.
- Refunds: Once points are used, they are generally non-refundable. However, if an issue was directly caused by our services, we may credit points back to your account.
- Standard is Always Free: Even with a zero-point balance, you can always open a Standard priority ticket. You are never locked out of support.
6. Checking Your Balance & History
You can view your current support point balance and full transaction history by visiting the Support Points page in your Customer Portal. This shows all credits, deductions, and renewal bonuses.
7. Need More Points?
If you need faster response times and have run low on points, you can purchase additional point packs from our Addons page. But remember — Standard priority tickets are always free, so you always have access to support.
For further assistance, open a support ticket or browse our Knowledge Base.
