===== HD Techs =====
HD Techs 
  * process queries submitted by [[USER]]s, possibly prefiltered by [[ATTENDANT]]s.
  * encode actual contracts as HD [[CONTRACT]] objects
  * manage the life of [[CONTRACT]] objects

They can either access the query list on site (from the start) or (later) receive notifications from it:
  * new [[TICKET]]
  * new [[FOLLOWUP]]
  * closed [[TICKET]]

Notifications can be 
  * RSS
  * later, email
  * later, SMS

It is expected that synchronous notifications (email, SMS) will be triggered according to ticket status and/or severity.

Techs are also the only ones able to created reverse tickets and followups, that recharge the support [[CONTRACT]]s instead of charging against them as all other [[TICKET]]s and [[FOLLOWUP]]s do.