Andrew,
i would not consider custom work to be a service ticket. Where can i read the exact SLA what can be expected what services are available, time-frames.

If custom programming is required, that is out of the actual realm of 'Support', and is in essence 'custom programming', at which time this would take away from those who would need actual 'support'.

im still waiting for the timestamp issue to be resolved as its not going away, and it hasnt gotten any better. it has been said what see more a burden this is, but, this was a mistake from the begging to loosely place timestamp calls with different formats and no way to manage that timestamp or the timestamp format.

so yes, if i were to pay $500.00 i would want the timestamp corrected, and manageable from the admin panel as well as from the members profiles, just as all other social networking sites provide.

for my same $500.00 i would like to see the stale flash apps go away, and implement the flash+html5 so that we have control over the skin of the flash apps without spending thousands on a flash editor.

so that would be two of my service tickets. can you let me know when this can be done?