Our Per Incident
package is available individually or by purchasing multiple
incidents in advance.
The Per Incident
support package provides Telephone and/or E-mail technical support
from a Senior Technical Support Engineer for resolving one
An Incident is
defined as a single question related to one of our products. The
Per Incident period is from start to finish (report of the
incident to resolution) for a single Incident.
Should an answer
to your question lead to multiple questions related to that
answer, there is no additional charge. Should multiple unrelated
questions arise, there is an additional cost per incident even if
they are discussed in a single correspondence. Should you
have new questions that arise new costs may apply.
If you anticipate
multiple questions for a single product, we recommend purchasing
the Premium Subscription option. You
can purchase a Premium Subscription at any
time, but Per Incident costs cannot be applied to the cost of the
You must be the
registered owner or designated contact for the product to purchase
a subscription and the only person contacting us for support under