What constitutes a single incident versus multiple incidents?
An incident is a single problem that can be resolved over one or many telephone calls with Stargate. Multiple incidents are defined as issues that require support for unrelated issues. For example, configuration of virus protection for an email program would be a single incident. A problem with home networking would be a second incident. However, if the configuration and testing of virus protection takes multiple calls to resolve, this is considered a single incident. Another words, an “incident” is not measured by the number of calls necessary to resolve and issue, it is measured by the number of unique issues. Support representatives will inform you if there is more than one incident and will not charge your account for multiple incidents without your prior approval. Top • How will I be charged for technical support? Your technician will verify your identity using the personal information you provided when you signed up for your account. Once the problem has been resolved, Stargate w
