Do you have a Knowledge Package? You may not know it, but SIDM volunteers and assigns a budget of hours annually to support Knowledge Package customers for free. SIDM has assigned these free hours to provide the best service possible. This done to assure each customer receives service before needing to purchase a service contract like SoftwareIDM Operational Services and consulting hours.
Unlike consulting hours performed under contract, the Knowledge Package hours are a SIDM internal account budget of hours, and its usage is at the discretion of SIDM. Since this is a free service paid for by SIDM, there is no refund for unused hours, and time-sheets do not get approved by the customer.