Scalix Incident Support is sold using a points system. Support points may be used for either e-mail or telephone support incidents (provided that you have a sufficient number of points). An e-mail support incident costs 10 points, and telephone support incident costs 30 points. Points purchased at different times may be combined to use a support incident. Points expire one year from their date of purchase.

This package include 180 Scalix Support Points

Scalix offers customer support on a per-incident basis. An incident is defined as assistance with one issue, problem, or question relating to the use or installation of a Scalix product, regardless of the number of communications required. A single support case is a problem which cannot be divided into subordinate problems. If a problem includes subordinate problems, then each will be treated as a separate incident. Scalix Technical Support will provide technical support for the following types of incidents:

• Problems with the installation, operational usage and configuration of Scalix products
• Product feature requests where the customer wishes to be kept informed of disposition

• General or incremental performance tuning
• General advice concerning architecture
• Capacity or performance planning
• General configuration questions for non-Scalix software

Scalix will use all commercially reasonable efforts to respond to and resolve support incidents in a professional and timely manner. A support incident may be opened for any Scalix product that is a current release.