What is an incident?
An incident is characterized by a specific set of circumstances which
have prompted the need to place a support call. These circumstances define
this incident instance.
For example:
Each time the printer prints a label it also skips one or two labels.
This defines a condition which is marked as an incident. If the printer begins to exhibit problems that do not match the previous incident characteristics, then that would be considered a new incident.
How long can an incident remain open?
An incident may remain open for a period of up to five business days. The total time spent on any incident is restricted to three hours. This provides enough time to identify a problem and develop either a solution or a
work-around. If the problem is resolved during the support call then the incident will be marked as closed at that time.
Can an incident be re-opened?
It is possible to re-open an incident with-in five business days if the same incident conditions re-occur and the three hour accumulated time has not been exceeded. Re-opening an incident that passes these tests does not incur
another support charge.
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