VillageMall support is provided on a per incident unit basis.

Incidents units may be used for specialist help, working through issues, resolving non-bug related problems, or professional assistance with applying VillageMall services to your business.

All Incident support is provided on line.

A free contact support form, within each service, may be used by customers without a support contract, but this free service is provided on a “best effort“ basis with no SLA.

All wholesale “lite” services have no included VillageMall support, a incident support contract is required for all VillageMall Support.

	Tips for Submitting Cases
Please make sure that you have provided enough information for us to be able to answer your case as fast as possible. We've provided a few suggestions and reminders below:   • Tell us what are you trying to do, what you expect to happen, and what is happening instead.   • Tell us what the steps are to re-create your problem.

All Support other than the limited free integarted support forms is provided on a Incident basis.

Full details available here.

Definition:
A support "Incident" is a single discrete support issue with a VillageMall's service and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate parts. Before VillageMall responds to an incident, the customer and the VillageMall support representative must agree on what the problem is and the parameters for providing a resolution. Resolution of an incident may span several contacts (telephone calls or e-mails) or one contact may resolve several incidents.