Incident Support

Designed specifically for software installations in smaller organizations, Incident Support provides the convenience of working directly with an Altiris Support Engineer, but without the cost of a Premium or Enterprise contract. This offering allows you to access the knowledge of support engineers by telephone and email without a long-term contract commitment.

Incident support is available on an as-needed basis during the standard hours of operation of your local Altiris Support Center. Incidents are available in five-packs or as a single incident (directly through Altiris only).

What is an incident?

An incident is defined as the reasonable resolution of one support issue that cannot be divided into sub-problems regardless of the amount of effort required to resolve the issue. If an issue consists of multiple problems, a separate incident will be required to resolve each problem. The Support Engineer will reasonably define what constitutes an incident. Incidents used for support issues resulting from a defect in Altiris software, or incidents used to request product enhancements will be credited back to your account.