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* This service includes only issues directly with the software and with the use of the same, being excluded the specific needs of customization and restoration of databases.

Note: A support Incident/Contact consists in the presentation of a specific problem/question, doubt or anomaly PRIMAVERA support services. All contacts and communication problems in General carried out with the support services shall be considered as incidents. However, where the request for assistance relates to product defects, this service will not be debited to your balance of Incidents.