KnowledgeBase Articles » What is a support incident?

Tuesday, October 25, 2016, 11:11

What is a support incident?

Category: Licensing

Solution ID: 00000291

Summary:

What is a support incident?

Answer:

Support incidents are "billable" support queries.

We do not bill/burn for incidents that involve:

• Quick Q&A / clarification
• Feature requests
• Bug reports
• Missing documentation
• Product feedback
• Spam reports

If our product misbehaves or is missing documentation that you need to make it work, that is always covered in your basic license fee. Billable support incidents involve in-depth analysis requests or technical support requests for items that are either covered in the documentation or should be easily accomplished by an e-mail administrator.

Tags: perfectmail, license, support, incident, help

Link to this article: https://perfectmail.com/kb/what_is_a_support_incident

Updated: Tuesday, October 25, 2016, 11:11

-- David Rutherford