The Incident-based support package is also available to resolve technical support issues during normal business hours.  Incidents can be purchased individually or in packs at a reduced rate.  Pricing varies depending on the products being supported.

This package includes:

· Support between 07:00 AM and 05:00 PM Pacific Standard Time, Monday-Friday, excluding holidays

· Support will be via telephone, analog modem connection, VPN or via the Internet.  The remote connection will use one of the following tools: Microsoft NT Remote Administration Services, Symatec's PCAnywhere, Microsoft Windows Terminal Services, or WebEx Internet-based support tool.  Purchaser absorbs phone charges incurred during support for analog modem connection.

· Guaranteed response time

* Incidents remain open until the issue is resolved

* All support activity is managed and tracked via Siebel CRM solution