All other Letter Of Renewals will be forwarded to the customer. If there is no response from a VAR organization on a renewal within 90 days of sending the Letter of Renewal, then Scala Technical Support maintains the right to offer an IC200 maintenance agreement to the customer at the time of a support phone call. The Letter of Renewal will list all the products the customer currently owns and will offer to pro-rate those products into a single maintenance agreement to be paid once a year. All consumer product support calls that are handled by Scala Technical Support will be by a Per Incident Fee agreement. IC200 customer may choose between a 1-year maintenance agreement or Per Incident Fee agreement.
Incident is defined as anything pertaining to a particular problem, question, or request.
Any subsequent emails, phone calls, onsite actions pertaining to that incident will be cover under the agreement.