If 24-hour support is selected, your company should have people available to work on the incident potentially 24 hours a day. Professional support incidents can be supported 24 hours a day or during business hours until they’re resolved. Response time will be between 2 and 8 hours, depending on the severity of the incident.
The amount you'll be charged does not depend on the amount of time spent in delivering these solutions.
An incident may require multiple contacts and offline research to achieve final resolution. If it can be broken down into subordinate problems, each subordinate problem shall be considered a separate incident. A single support issue is a problem that can't be broken down into subordinate problems. An incident is defined as a single support issue and the reasonable efforts needed to resolve it.
