|Basic Support by E-Mail (free)|
Customer asks a specific question, and optionally, extracts a few lines from the logfile to explain the problem. Support personal must be able to answer the question with "Yes", "No" or with a link to the knowledge base.
|Extended Support by E-Mail (paid)|
Customer asks an unspecific question and provides the whole logfile.
Support personal must search for the problem in the logfile and then answer with a link to the knowledge base.