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Article ID: 132119, created on Jan 24, 2018, last review on Jan 24, 2018

Question

What is Odin Support Refund Policy for support incident?

Answer

If you have a support contract that includes a limited number of incidents, one incident will be deducted from the contract when you create a ticket via our ticketing system, call center, or chat.

Support incident will be credited back to your support contract in the following cases:

  1. Ticket was created for hotfix installation. This includes update of APS application developed by Odin (Office 365 as example).

  2. Ticket is a request for a new feature, functionality or product improvements and no other assistance was provided by Odin Support.

  3. No assistance was given from Odin support and the issue was fixed by customer.

  4. The reported issue was caused by a product bug with no publicly available solution or workaround. If the issue is a known bug that is fixed (in a hotfix or published release) or have a solution or workaround published at Odin Knowledge Base refund policy does not apply.

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