A support incident is: A single support issue and the reasonable effort(s) needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate problems. If a problem consists of subordinate problems, each shall be considered a separate incident. Before we provide support for an incident, you and our designated support engineer(s) must agree on what the problem is and the parameters for an acceptable solution. An incident may require multiple telephone calls and off-line research to resolve it.

To begin a support incident, please call us at +1 (520) 795-2222.