Internal: Common user concerns regarding support charges

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Support terms vary by product family. Product license agreements and order forms detail the product support arrangements. Technical support is billable for a number of reasons including helping to distribute the cost to those who need and use the service.  Below are common concerns with support bills and the appropriate response to each.

In all cases the notes are considered an internal-only resource and cannot be shared word for word with a customer. Only a general overview can be provided.

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