A support email incident handles a single question or a very specific issue.
The question or problem description is sent by email and is answered in single email or in an email dialog, requesting/providing further information or clarification. More complex questions/issues have to be handled as multiple incidents, a phone/email incident or hourly based support.
Each incident is further limited to an effort of three working hours.
Multiple incidents can be pre-purchased with a discount of
- 10% for 2 incidents
- 20% for 3 incidents
- 25% for 4 incidents
- 30% for 5 or more incidents