What’s an “Incident” ?

An incident is a single support issue and the reasonable efforts needed to resolve it. A single support issue is a problem that can't be broken down into secondary problems. If it can be broken down into secondary problems, each secondary problem shall be considered a separate incident. An incident may require multiple contacts and offline research to achieve final resolution. You will be charged a single PAYG Support Ticket fee per incident and not for the amount of time spent in delivering the final resolution.