• Phone access to Borland Technical Support during regional business hours.

• An incident is defined as a single support issue with a Borland product and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate parts.
• It is possible for one incident to span multiple communications, it is also possible for phone or electronic communication to include multiple incidents.
• Note that an incident is considered closed if the customer has not responded to Borland after information was provided, 10 business days after a final message has been left on Customer's voice mail or sent via electronic mail. The incident can be later reopened if the incident has not been resolved.

• Questions on customer's specific application code and the creation of programming samples are not supported under this service.
• The service will be provided only on Borland products used in accordance with the defined hardware and operating system requirements.
• Payment is by credit card.
• Upon reporting an incident, the customer will receive a Case ID that should be used in all communication regarding the incident.
• The customer should provide a clear, detailed description of the problem or the question, and where applicable, provide a test case that demonstrates problem.

Borland reserves the right to advise customer to use Borland consulting organization for additional assistance in resolving problems that fall outside the scope of this Agreement. Such consulting services would be subject to the then current consulting fees and terms from CodeGear.