Basic Support Simple workflow with 3 stages: New, In Progress, and Solved. Includes basic SLA policies for response and resolution times. True Premium Support Enhanced workflow with 4 stages including On Hold. Faster SLA policies for premium customers. True Development Workflow for development teams with stages: New, Analysis, In Progress, Testing, and Done. Includes SLA policies by priority. True New 0 False Blocked Ready In Progress In Progress 1 False Blocked Ready In Progress Solved 2 True Blocked Ready In Progress New 0 False Blocked Ready In Progress In Progress 1 False Blocked Ready In Progress On Hold 2 False Blocked Ready In Progress Solved 3 True Blocked Ready In Progress New 0 False Blocked Ready In Progress Analysis 1 False Blocked Ready In Progress In Progress 2 False Blocked Ready In Progress Testing 3 False Blocked Ready In Progress Done 4 True Blocked Ready In Progress Response Time - Normal Priority 10 4.0 1 <p>Tickets should be responded to within 4 working hours</p> Resolution Time - Normal Priority 20 24.0 1 <p>Tickets should be resolved within 24 working hours</p> Response Time - Normal Priority 10 2.0 1 <p>Premium tickets should be responded to within 2 working hours</p> Resolution Time - Normal Priority 20 8.0 1 <p>Premium tickets should be resolved within 8 working hours</p> Response Time - High Priority 30 1.0 2 <p>High priority premium tickets should be responded to within 1 working hour</p> Resolution Time - High Priority 40 4.0 2 <p>High priority premium tickets should be resolved within 4 working hours</p> Analysis Time - Normal Priority 10 8.0 1 <p>Normal priority tickets should be analyzed within 8 working hours</p> Completion Time - Normal Priority 20 40.0 1 <p>Normal priority tickets should be completed within 40 working hours</p> Analysis Time - High Priority 30 4.0 2 <p>High priority tickets should be analyzed within 4 working hours</p> Completion Time - High Priority 40 16.0 2 <p>High priority tickets should be completed within 16 working hours</p> Analysis Time - Urgent Priority 50 2.0 3 <p>Urgent tickets should be analyzed within 2 working hours</p> Completion Time - Urgent Priority 60 8.0 3 <p>Urgent tickets should be completed within 8 working hours</p>