1.1.3.6 What is an incident?

When customers encounter an error originating from Etere products, or they want to forward a request for modification/improvement, they can communicate the problem/modification request to Etere Support Team by submitting an incident containing detailed information; this incident will be assigned a unique incident number. Then, the communication between the customer and Etere Support Team on the troubleshooting, including emails, the release of fixes/patches and the closing of the incident are recorded on the specific incident number for tracking and documentation purposes.

The image featured in this page illustrates the sequence of events of a regular "cycle of life" of an incident.