Support Incidents

A Support Incident is defined as one or more communications between a customer and ASA regarding a single error, problem, or concern. Support incidents that involve installing an M1 product and getting it up and running are handled free of charge. Any further support incidents will involve payment to ASA on either a per-incident basis, or as part of a Support Contract . Customers will need to provide an Incident Code (supplied as part of the Support Contract or as part of the Per Incident purchase procedure) in any correspondence or communication concerning a Support Incident.

A Support Incident remains open until the customer decides that the problem has been resolved. It is up to the discretion of ASA support personnel to decide that the incident has moved on to a different topic, at which point a new Support Incident will need to be opened.