Support covers consultations and troubleshooting of my published software. While I sometimes volunteer support in the open source community, I only guarentee support within a certain time frame as part of a subscription.
When you need help, you report an incident using one of 4 levels: Normal, Elevated, Urgent, and Emergency.
Each incident level determines support availability and response time—defined as the maximum number of clock-hours it will take for an engineer to reach a point of contact for your account.
You can report any incident of any level at any time by phone or email, depending on your subscription. A subscription gives you a set number of incidents per month at a discount. Work on any off-plan incidents are billed independently.