A support email incident handles a single question or a very specific issue.
The question or problem description is sent by email and is answered in single email or in an email dialog, requesting/providing further information or clarification. More complex questions/issues have to be handled as multiple incidents, a phone/email incident or hourly based support. 
Each incident is further limited to an effort of three working hours.
Multiple incidents can be pre-purchased with a discount of
- 10% for 2 incidents
- 20% for 3 incidents
- 25% for 4 incidents
- 30% for 5 or more incidents

A support phone/email incident handles a single question or a very specific issue.
The question or problem description is discussed on the phone or in an email dialog. More complex questions/issues have to be handled as multiple incidents or hourly based support. Each incident is further limited to an effort of five working hours.
Multiple incidents can be pre-purchased with a discount of
- 10% for 2 incidents
- 20% for 3 incidents
- 25% for 4 incidents
- 30% for 5 or more incidents.

Support or Consulting Services can be pre-purchased on an hourly base.
It can involve application design or OPC related issues such as compatibility issues between server and clients, access problems due to Windows security settings, programming issues or design questions.
There is a discount of:
- 10% if 5 or more hours are purchased
- 15% if 10 or more hours are purchased