A support issue is something that is wrong with the app itself, for which we are liable to solve for you in under a few hours and is covered by our a la carté support. 

A technical request is something that isn't related to an app issue, but an action we need to do from our side (i.e migrations, adding email lists, creating campaigns etc) that our average support agent can't do. 

Best-effort means that we will try out best to do your request. However, as it isn't something our average support agent can do, it has to be forwarded to our developer team which will take up to 48-72 hours to review & complete if possible. 

In the meantime, our team will try to update you as best as possible. 

If a ticket is marked as best-effort in the middle of it, it means our support team, after further investigations noticed that it is a technical request.

Please note that while we will try our best to solve your request, we cannot treat your request with the same priority as we do other tickets (support issues).