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Specifically, what kind of service does a "ticket" get you and is it free?

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Kilt

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As a technical noob becoming a forum administrator for the first time, I'm looking to migrate to new forum software after months of being shell shocked by endless problems with VB5, most unsolved by our "IT guy". XF looks like it has great features, and I know I can get general help on the support forums here. But I don't know how support tickets work, and I'm most interested in exactly what types/levels of service a ticket gets me for a year with a new XF license, and is it free or...

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