What is Odin Support Refund Policy for support incident?
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:
Ticket was created for hotfix installation. This includes update of APS application developed by Odin (Office 365 as example).
Ticket is a request for a new feature, functionality or product improvements and no other assistance was provided by Odin Support.
No assistance was given from Odin support and the issue was fixed by customer.
- 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.