A support incident is defined as a single support issue and the reasonable effort needed to resolve it.
A single support issue is a problem that cannot be broken down into subordinate issues. If a problem
consists of subordinate issues, each shall be considered a separate incident.
Technical support incidents initiated with support professionals are considered chargeable unless the
support professional determines it to be not chargeable during the life of the incident.
If further assistance is needed on the issue brought up in the initial conversation, it is considered an
Multiple calls or e-mails may be required to solve an ongoing issue, which is assigned a specific case
number. Any additional calls or e-mails required to solve an ongoing issue with an assigned case number
are included in the initial charge.
If any new support issues are raised while working on an ongoing issue, those will be considered a new
incident and will be assigned a new case number and charged appropriately.
The following are some examples of chargeable incidents.
— you will be charged for troubleshooting assistance. An example of
troubleshooting assistance may include a situation where accounts are not in balance or do not match.
Occasionally, you may initiate a support incident, and later discovers the solution by himself/herself.
These situations are still chargeable unless the Skuflic.com support professional has made no effort to
assist the customer.
— you will be charged for emergency support. A severity-one support issue
involves a mission-critical operation that is halted. Mission-critical operations include system-down
situations as well as situations where an operation vital to the customer's success cannot be performed,
resulting in potential threats to the financial or legal obligations of the customer. An example of
mission-critical help includes recovering your system after a hardware or power failure, or you are
wondering what to do if your computer crashes while posting a batch.
System or implementation problems
— you will be charged to help overcome system or implementation
problems. Examples of these types of problems include asking what is wrong if you are unable to launch
your solution from one of your workstations when you are installing your solution. Or after installing
on a new workstation you just added to your network, you are unable to launch your solution from the new
workstation and are wondering what could be wrong.
The following are some examples of non-chargeable incidents:
— Additional calls or e-mails needed to solve an ongoing issue are not
considered chargeable. Ongoing incidents are assigned a case number. You can avoid additional charges by
entering your case number to bypass the credit card request at the beginning of the call. You can also
review the status of an ongoing incident that's being researched by a support professional by reviewing
your support history on our support portal. If you have more information about a support incident, you
can locate your case number in your support history, choose update, and add additional details at no
Incidents related to software problems
— Incidents caused by a confirmed software problem in a
Skuflic.com product are not charged. This includes reporting software problems to us and obtaining
assistance in determining if there is a possible workaround or temporary solution to the issue. There
are no charges for obtaining any available service packs to correct the problem, as long as you are
enrolled in a Service Plan. After additional research, if an incident that was previously charged is
determined to be a result of a software problem, the original charge will be reversed. A call or e-mail
requesting that a customer's name be added to an existing problem report is also not charged.
Reopening of Support Incident
A support incident may be reopened:
If the Software and Hardware remains the same – example product build number, no new security updates or
patches have been installed or no new hotfixes have been installed. If the build is different, Log a
technical support incident.
If the error/Problem occurring is the same as the original incident and it occurs on the same
environment/machine as the original incident. If the error occurs on a new machine/for a different user
– Log a technical support incident.
If a new error occurs after installing a hotfix or trying some suggestions from the original incident,
it will be treated as a new error and hence needs a Technical Support request.