From the moment a ticket is raised to the moment it is resolved, these are the steps and who acts at each.
1. Consultants are notified
Every consultant whose profile lists the ticket's track is told it exists. Nobody outside that group sees it.
2. A consultant proposes
One of them sends a proposal: how they intend to approach the problem, and how many hours they expect it to take. You may receive more than one, and you are not obliged to accept any.
3. You agree a time
The proposal carries a suggested time. You can accept it or counter with another. This is a conversation, and nothing is charged during it.
4. You accept, and the hours are committed
Accepting deducts the proposed hours from your balance and confirms the engagement. A meeting room is prepared for the agreed time and you are sent the link.
5. The meeting
You and the consultant attend. Up to two MSAMM interns may observe, and only interns who have been approved, whose identity MSAMM has verified, and who are under a current confidentiality undertaking. There are never more than two, and there may be none.
6. Resolution
The consultant records the outcome and the ticket is closed. What was learned may become a knowledge-base article, which costs nobody any hours to read.
If this does not answer your question, raise a ticket and we will pick it up. Reading the knowledge base costs you no hours.