Why do I loose points if I open a support ticket?

The rewards points system rewards clients that require less staff interaction. If a client wants to earn rewards and avoid negative points we recommend they first try the self help we offer such as the video tutorials.
If a client opens a ticket and we find the problem was out of their control we will not only remove the negative points but also replace them with positive points for alerting us to a problem.
The less time we spend on answering the same questions over and over, the less time we are able to put programs such as this rewards points system in place.
We feel that since the points system does not in any way require you to pay any more than your quoted package price each month/quarter, it does allow you to in fact pay less if you pay invoices on time, and review self help options before opening support tickets
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