A support incident is defined as a single support issue with the SOFTWARE and the reasonable effort required to resolve it.
A single support incident is a support problem which cannot be broken down into secondary issues. A single support incident may involve several emails and offline work in order to be resolved.
The customer needs to provide Progress with detailed information about the problem encountered. Though Progress Support Engineers will make reasonable efforts to resolve the issue, Progress does not guarantee any problem resolution.
All bug reports and product feature suggestions are not considered to constitute support incidents