HelpDesk Support Incident
An HelpDesk Support Incident handles a single question or a very specific issue and is required if your product doesn’t include support, e.g. Professional Editions
The question or problem description is sent by HelpDesk and is answered by HelpDesk, requesting/providing further information or clarification. More complex questions/issues have to be handled as multiple incidents or hourly based support.
Each incident is further limited to an effort of three working hours.