> Alternatively, charge them appropriately. A somewhat smarter pricing model, in my own opinion, is rather than charging someone $200 for a phone call, sell th

> Alternatively, charge them appropriately. A somewhat smarter pricing model, in my own opinion, is rather than charging someone $200 for a phone call, sell them "coupons" in advance where one coupon equals one support contact. When they have used up N percent of their available coupons, send them an automated e-mail and tell them that future contacts will be denied unless coupons are available. This way, you get the money up front, which is good. Customers that don't contact you a lot are also happy, because they won't need to "re-fill" for a long time -- and annoying customers that call you just to check if you got an e-mail will burn through their coupons in no time. This way, there is no explicit cost for a single phone call that can be challenged by the customer, it's simply an objective way of charging "support contacts", and it's up to the customer to minimize those contacts if they want to save money. What constitutes a contact is up to you, but in my mind it would make sense to classify "ticket creation" (not replies) or "phone call" both as separate contacts. This also makes tickets "worth" way more than a phone call, so you incentivize people to stop calling unless absolutely necessary.