The Support Technician you talk to will define your contact
as an "incident" according to the following general criteria:
An "incident" means --
- A single issue or problem that a customer asks a Support Technician to analyze or resolve.
- A product-usage question that involves a single topic on a drop-down menu or one report.
- A single question on a specific bookkeeping topic.
We will not charge for an incident --
- On initial installation or when installing an upgrade.
- Upon submission of a report showing conversion problems.
- When our analysis determines that the problem is caused by a defect in the software.