An incident is defined as a question relating to a specific, discrete issue and may involve several interactions with HSE’s Technical Support prior to resolution. Separate support incidents must be purchased for assistance with multiple support issues. By purchasing a 3 or 5 Incident Pack, third party commercial providers can take advantage of a built-in discount, as they contact HSE’s Technical Support for three or five independent technical issues for the specified product line.
Before purchasing or utilizing Per-Incident Support, HSE highly recommends that service technicians refer to or purchase product manuals, resources that may lead directly to the answers needed.
Per-Incident Support can only be purchased during normal business hours (8 am to 5 pm PST). Please refer to the ordering guide below. Also note that Per-Incident Support does not cover repair costs. In the event a hardware repair or replacement is required, charges for work performed may be billed separately.
Per-Incident Support is valid for one year from the date of purchase and is non-refundable. An incident cannot be ‘credited back’ or refunded once support has been requested even if the issue was resolved without help from our technicians (for example: finding the answer in the product documentation or on your own).