In our outfit (operating for some years already) we were pondering the same question in regards to tracking support. In the end we did a comprehensive analysis

In our outfit (operating for some years already) we were pondering the same question in regards to tracking support. In the end we did a comprehensive analysis of how much time each client actually uses and the results were surprising. The vast majority of clients actually are not abusing the support channels with a few outliers. So the takeaway for us was clearly to set up Basic and VIP support packages and spare our people the braindead overheads of time tracking.