HD Techs

• process queries submitted by USERs, possibly prefiltered by ATTENDANTs.
• encode actual contracts as HD HD Contracts objects
• manage the life of HD Contracts objects

They can either access the query list on site (from the start) or (later) receive notifications from it:

• new HD Tickets
• new HD Ticket Followups
• closed HD Tickets

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 HD Contractss instead of charging against them as all other HD Ticketss and HD Ticket Followupss do.