Def-Support Incident

Owned by Tom Williams
Feb 15, 2023
1 min read

A single support request and the reasonable effort needed to resolve it. A support issue is a single problem that cannot be further broken down into subordinate issues. If a support request can be broken down into subordinate issues, each subordinate issue shall be considered a separate Support Incident. Support Incidents may require multiple contacts and offline research to achieve final resolution.

  • Support issues identified as a NorthScope Bug do not consume a Support Incident

  • Each General Support issue or Upgrade Request will consume a single Support Incident.

  • A Support Incident can be used for all other Support Request Types, for up to two hours of two-hours of NLP time, at the customer's request. Time spent in excess of two hours for each support issue will be billed as Technical Support or applied to any remaining Support Incidents.