Support incidents are looked at on a case by case basis, and held to the discretion of our support team. Typically, problems due to software bugs in the Blackbox product, inaccurate mappings, and directly related issues that we may see during the implementation and testing phase, will often be included as non-billable instances. Incidents involving problems caused by outside parties, like outages, network issues, bugs in their software, will typically count as billable incidents, and counted towards your free instances. We may take many things into account when deciding whether the incident is billable or not, like time involved, number of similar incidents, whether meetings were needed, and other factors.