What defines an incident?
An incident is defined as assistance with one issue, problem, or question relating to the use or installation of a product or product component, regardless of the number of communications required. A single support incident is a problem that cannot be broken down into subordinate problems. If a problem consists of subordinate problems, each is considered a separate incident. If a single incident involves subordinate problems, the subordinate problems are billed as time and materials consulting and you will only pay for a single incident at any given time.
