MS Technology

MST Per Incident Support

Support As You Need It

  • Flexible “pay as you go” model.
  • Good for technical support on specific products.
  • Sold as individual incidents or as economical 3- or 5-incident packs, depending on product.
  • Online access to documentation, knowledge base articles, discussion forums and other technical resources.


MSTPer Incident support is designed to meet the needs of individual consumers or customers with no or small datacenters and software development organizations. An incident is defined as a question relating to a specific, discrete issue and may involve several interactions with Technical Support prior to resolution. Separate support incidents must be purchased for assistance with multiple support issues. By purchasing a 3 or 5 incident pack, you can take advantage of having the ability to contact MST Technical Support for three or five independent technical issues for your specified solution.

MST offers Per Incident support for several products allowing access to support as you need it. With Per Incident support, customers can choose to log cases and receive responses either through the Web or by the phone.

MST per-incident support is valid for one year after purchase and does not include product updates or upgrades. Per-Incident Support is non-refundable. An incident cannot be credited back or refunded even if the issue was resolved without help from technical support engineer (for example: finding the answer in the product documentation or on your own).

Feature Basic Support
Hours of Operation 12 Hours/Day Monday–Friday
Length of Service Valid for one year after purchase of the incident
Product Updates No
Products Supported All Products
Method of Access Telephone/Web
Response Method Telephone/Email
Remote Support
Root Cause Analysis
Access to MST Website
Access to MST Knowledge Base
Per Incident Support Options 1, 3, 5-incident packs
Target Response Times
Critical (Severity 1) 8 business hours
Major (Severity 2) 18 business hours
Minor (Severity 3) 36 business hours
Cosmetic (Severity 4) 48 business hours
Business Hours Monday - Friday
North America 6 a.m. to 6 p.m. (local time zone)
Alaska, Hawaii 6 a.m. to 6 p.m. (PST/PDT)
Latin America /td> 9 a.m. to 6 p.m. (local time zone)
South America 9 a.m. to 6 p.m. (local time zone)
Europe, Middle East, Africa (EMEA) 8 a.m. to 8 p.m. (GMT)
Asia, Pacific Rim, Japan (APJ) 9:00 a.m. to 9:00 p.m. (India Time)
Australia/New Zealand 7 a.m. to 7 p.m. (Sydney AET)